Customer Services Blunders Many New Stores Make by JoAnn Lopez

It’s undeniable that online shopping is here to stay. The convenience of purchasing any item your heart desires with a few simple clicks isn’t something modern-day consumers are about to give up. However, despite the meteoric rise of digital retailers, there’s still a place for traditional brick-and-mortar establishments in the current marketplace. Even in the age of online shopping, many regular stores are doing just fine – specifically, the ones who understand the tenets of good customer service.

Given the sheer abundance of competition they’ll be facing, both on the web and IRL, anyone interested in opening a traditional store will need to be vigilant about providing exemplary customer service. Competitive pricing and enticing promotions can be very effective at reeling in first-time customers, but turning those customers into repeat patrons represents the real test of your store’s mettle. As any experienced retail worker can confirm, first-rate customer service can prove incredibly helpful in this endeavor. Regrettable, a large number of fledgling businesses make the mistake of putting customer service on the backburner, thereby paving the way for a plethora of rookie slip-ups. To prevent your store from developing a reputation for poor customer service or generating unfavorable word of mouth, make sure to avoid the following blunders.

Failure to Keep Popular Items in Steady Supply

Failure to consistently stock popular items can serve as a nail in your store’s coffin. One of the main reasons people continue to shop at traditional stores is the convenience of immediately being able to enjoy the items they purchase. As such, it’s in your store’s best interest to keep popular items in steady supply. This can be accomplished with the help of a reliable supply chain management company like Landstar System, Inc.. Offering a wide variety of transport options and unbeatable pricing, Landstar guarantees timely delivery to businesses across the country.

Not Choosing Your Battles

People who are relatively new to the world of retail have a tendency to engage angry customers in arguments. While this may prove gratifying in the short term, this approach to unruly patrons doesn’t benefit anyone. If you work in retail, there’s no way around dealing with the occasional disgruntled patron. Although a fair number of these customers can be appeased through common courtesy, certain patrons are downright impossible to satisfy. Some customers have absolutely no qualms about making a scene and putting service employees through the wringer, regardless of how ridiculous it makes them look. This is why it’s important to choose your battles when dealing with disagreeable customers. For example, if someone is demanding a full refund well past a product’s return date or making a similarly unreasonable request, you’ll need to weigh the pros and cons of indulging this individual. Giving them what they want may result in a small financial loss for your store, but doing so may ultimately prevent this person from badmouthing you on the web and causing a ruckus in your establishment.

Failure to Exhibit Common Courtesy

Many people who work in retail hold the mistaken belief that not being outright hostile to people constitutes good customer service. If your employees don’t warmly greet patrons or address their queries with a positive attitude, don’t count on much in the way of repeat business. Common courtesy still goes a long way in earning consumer loyalty, and if your staff comes off as distracted or disinterested when dealing with customers, those customers are likely to respond in kind.

Although online shopping clearly isn’t going anywhere, there’s still healthy consumer demand for traditional retail establishments. As long as your staff is well-versed in customer service, patrons are likely to provide you with repeat business speak highly of your store online and recommend you to friends and family members. Understanding the most common customer service-related mistakes will enable you to take measures to avoid making them.

About the Author: JoAnn Lopez owns and operates a video game store in Madison, WI. Thanks to Landstar System, Inc., all of her product shipments arrive flawlessly on-schedule, much to the delight of her loyal customer base.

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