According to The Big Expectations, Small businesses: What Customers Want survey, 91% of shoppers prefer small businesses when convenient, and 74% actively search for opportunities to support SMBs even when it is not convenient.
Respondents list the ease of building relationships with retailers (65%) as a top positive attribute of patronizing small businesses. This was followed by the convenience of doing business with them at 44%. Interestingly, 65% say they simply feel good about championing smaller organizations.
77% of customers say they are willing to pay more in their support. Great customer service is key to get that extra dollar. Most of the respondents (71%) expect small companies to give better attention and service and as such are willing to reward them accordingly.
So don’t let them down! Here are some easy ways to give that added (and expected) bit of service that turns everyday customers into loyal brand ambassadors:
Meet THEIR Needs
In your quest for success, you may focus on how many vapes, water pipes or CBD products you need to sell in order to make a profit. However, customers don’t care about your needs. They need to know how you can help them save money, be smarter or fix a problem in their life. When you provide solutions to a need your customers have, they feel valued and know that they are more than another face in the crowd to you.
Make it Personal
You know the feeling you get when a clerk at your favorite store greets you by name or a brand rep takes time to respond personally to your comment on Instagram? That feeling of value and worth is one you want to give your customers, and you do that when you build personal relationships with them.
Go the Distance
Customer relations doesn’t stop at the checkout counter. Make a point to collect customer email addresses so you can also send thank you notes or give a discount during their birthday month. You can also use this connection to promote exclusive sales and promotions. This extra attention showcases the value you place on your customers and improves customer loyalty.
Respond to Negative Comments
As many positive reviews as you might have, you’re bound to get a few complaints. While you could argue with the customer, ignore negative remarks or pretend the customer doesn’t exist, it’s best to take action. Show that you care about your customers and their experiences when you respond to every complaint as soon as possible.
