In this first post of our series on presentation tips, we’re going to focus on how to make a great impression in person and over the phone. Whether we like it or not, when dealing with the public it’s a little bit of a popularity contest. Customers are going to frequent the businesses that they like the best. That’s why your business needs to make a great impression every time they interact with you. It's the main reason we create standard operating procedures for our help desk. When you interact with our support team, we want to be sure you get an excellent level of support for your instance of our free inventory management software.
Who ya gonna call? Often a potential customer will call your business before they visit in person. The impression your business makes during that phone call can determine whether or not they take the time to come by at all. If your phone is answered by a machine, keep the recording concise and easy to follow. No one wants to sit through five minutes of company information before they are able to talk to an actual person. Only include pertinent information in your recording, location, hours of operation and how to reach a live person. When an actual answers the call they should be courteous and capable of answering at least basic questions. If a caller must be placed or called back at a later time, it’s important to explain why this is necessary and to ensure that the caller feels as though their call is important to your business. Remember it’s always better to admit that you don’t know than to give out incorrect information. While customers may prefer an instant answer, they want it to the be right answer. Again, training is key for us. If you send a help ticket for an issue you're having with our free inventory management software and don't get a solid answer, then what was the point, right?
Sometimes what’s on the outside does matter. We’ve all heard the expression, “it’s what’s on the inside that really matters.” While there is some truth to that statement, don’t make the mistake of believing it’s entirely true and neglecting the outside appearance of your establishment. Customers are forming opinions as they drive by, while they’re walking up. Even before the open the front door they have begun forming an impression of your business. If your building is run down, the sidewalk is dirty or cracked, the parking lot is full of potholes they may start to question how successful your business is and whether or not you are the right choice for them. Conversely, if the outside of your building is well kept and inviting they are likely feeling good about their decision to visit your establishment and confident that you will be able to fulfill their needs. All this, before they’ve even set foot inside. While you can’t control everything outside your front door, you can make a difference in your area. Make sure your windows are clean and the front door is well painted. Put a welcome mat outside and accent with some potted plants or other decorations, particularly if they can help camouflage other flaws in the building or sidewalk. Even if the rest of the building doesn’t look pristine, it will show that you care and that you take care of your business.
A customer walks into your store and…. Hopefully what happens next isn’t the punchline to a bad joke. Whenever someone enters your store they need to be greeted in a positive manner. If you’re a fan of fast food Mexican you’ve likely been to a Moe’s Southwest Grill and heard their chorus of “Welcome to Moe’s!” You don’t have to go for that level of enthusiasm but you should acknowledge that someone has arrived and make them feel as though you’re glad they’re there. There is nothing worse then entering a store and being ignored, or worse feeling as though you’re interrupting the people working there. Customers can easily be as turned off by indifference as they are by rudeness. Both leave them feeling unwelcome in your establishment. In a previous post we talked about customer retention and how in store promotions can really help. Implementing even a few of these tips can really make customers feel welcome, and that will keep them coming back.
Customer service is key. Actually being able to supply the good or service your customer requires is obviously key, but the manner in which you do that is important as well. Keep the interaction pleasant. If you are unable to fulfill the customer’s entire order at that time, be honest, be apologetic and if possible offer some compensation for the fact that they won’t be able to complete their entire transaction at this time. If you’ve ever received bad service, you know that the way it was handled made all the difference. The manager who came over and apologized and offered you a discount probably got a second chance to keep your business. The business who didn’t even offer to let you speak to a manager likely lost you as a customer for good. Use Stockpile to ensure that you have the materials you need at all times and always, always use your good manners. Like my grandma says, “You catch more flies with honey, than you do with vinegar.” Even though we don't have a store front, customer service is still the main driver of growth for our company and the free inventory management software user base.
Packaging. In the introductory post of this series we mentioned that serving things up in a crumbled paper bag wasn’t very impressive. The packaging that you use to deliver your product or service is important and leaves a lasting impression as your customers take it with them when they go. Many small businesses can’t afford to have custom designed bags printed with their name and logo and that’s okay. You can dress up even the simplest of packaging so that it reflects positively on your business. Add a sticker with your company name to a plain brown paper bag or the shiny folder that you give customers when you provide them with a printed estimate for work to be performed. Simple, inexpensive and yet, impressive. Little things that tell you customers you’re already thinking ahead to the day that your small business isn’t so small anymore.
Closing the sale, keeping the door open. If all of your customer interactions are a “one and done” situation, you’ll constantly be fighting to attract new customers. Repeat customers are the lifeblood of any small business. Hook them the first time they walk through the door and you’ll reap the benefits for years to come. How many times have you heard someone lament, “it’s like they stopped caring as soon as they got my money,”? It may have even happened to you. The salesman was great, helpful, informative and supportive right up until he closed the sale. Suddenly, if you need anything you can’t get anyone to take the time to help you. This type of poor customer service will drive a company under. Word will get out and even the newbies will quit knocking on your door. Remember a customer should be a customer for life. You should still treat them with the same level of time and attention that you provided prior to the sale. Customers will appreciate the extra consideration and they will be sure to tell their friends.
Ready to see what service is all about? Enjoy free support that comes with our free inventory management software. Then tell somebody!>
A great first impression can be the start of a beautiful customer relationship and that is a great way to grow your small business. Follow the tips that we’ve provided here and keep using Stockpile to manage your inventory and you’re well on your way! Check back with us soon for the second installment in this series where we’ll talk about your online web presence and ordering.
