Positive workers bring back customersQuestion:
On of the concerns I have in running my retail business is, how do I ensure that people [my customers] keep coming back to my shop? Are there things that I should be doing?
A nationwide survey of small businesses asked the following question: "What keeps people coming back to do business with you?": A corollary question was directed to a large sample of customers: "Why do you continue to buy from this business?"
The answers may surprise you a little.
Most owners thought people bought from them because they had competitive prices and a good product selection. However, the customers didn't see it that way. They said the main reason was that they liked doing business with the people in business. Here are some of the written statements that the respondents made:
These comments point out something that is again beginning to become an important competitive edge: Good service.
Oh, sure many companies talk about providing better service, but recent articles, including one in the New York Times a couple of months ago, reveal that more and more firms are focusing their attention on efficiency measure designed to lower prices. In the process, service is getting less and less attention. Perhaps you saw this when you went shopping last holiday season or tried to return items in the after-Christmas period?
What should you do?
Again, the two points are: hire people with a positive attitude and cut customer waiting time. Both are within your control.
Bill Bryan is a counselor with the Service Corps of Retired Executives. SCORE offers counseling, workshops and seminars on small business operations. You can reach Bryan through SCORE, 515 N Court St. 815-962-0122, for information and appointments.
SCORE is a registered trademark of the Service Corp of Retired Executives
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