Things are always changing. The seasons, the weather, technology. but As these changes occur businesses need to adapt to remain successful. Those technological advancements are often beneficial to your business but they do come with a learning curve. Often these changes require your customers to adapt as well. It's one thing to train your employees on new procedures and technology, it's another matter entirely to teach your customers. Today we're going to offer some tips to help you ease your customers into the transitions that you'd like them to make.
- Clear expectations. If you want your customers to do things differently you need to let them know upfront. This is especially true if you have longtime loyal customers. These customers likely feel very comfortable in your business and are confident that they "know the drill" when it comes to frequenting your business. Changes can make them feel uncomfortable and even a little insecure. Avoid any bad feelings but posting signage if appropriate or simply approaching them and explaining the new process in person. If you have a new credit card reader that uses a chip don't wait for it beep at your customer, tell them before they swipe so they know what they need to do.
- Be positive. Don't expect your customers to be excited about the changes if you're not. You need to share your enthusiasm so that they can feel the excitement as well.
- It's for you. Let them know how this new way of doing things will benefit them. Will it make checkout faster? Allow them to order without waiting for staff to come by? Make them aware of what's in it for them. Many people are resistant to change, that is until they start to see how it makes their experience better.
- Offer assistance. Sometimes the transition to a new way of doing things isn't quite the smooth and easy process that we'd like for it to be. Be sure to offer assistance to make it easy on your customers.
- Be flexible. Don't throw in the towel too early, but if something clearly isn't working or is just making things overly difficult for your customers it may not be the right technology for your business. Always keep in mind the reason for the change was to make things easier, not more complicated. You certainly don't want to lose customers before they get frustrated when trying to do business with you.
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