What does the new customer experience look like today? I often hear from small business owners who are frustrated by the difficulty of retaining customers. In our experience, the biggest obstacle is the perception of difficulty, rather than any actual difficulty.
When a new customer arrives at your door, you have a variety of things to do in order to effectively engage that new person. First, it is important that you explain the nature of the business to the new customer. Next, you need to explain how the products or services satisfy your customer’s needs. Finally, you need to let the new customer know how you wish to be connected with them in the future.
Unfortunately, the reality is that many new businesses are not as adaptable as their older counterparts. This may be due to the culture of the company or it may simply be because the business was new when the customer came. Regardless of the cause, adapted or adaptive the customer is, you must present an adaptable sales pitch. The key is that the sales pitch is not one that talks about how great you are but one that talks about your customers and their needs. Here are some other things you can do:
As you talk with your customers, ask them if there are any current problems they are having. If so, discuss how you can help them resolve those problems. For example, if your company sells software to doctors, you can inform your customer that the latest software you sell provides access to a database that enables doctors to order their medications from their personal computers instead of from a pharmacy. By engaging your customers in this way, you are showing them that you care about their satisfaction and their ability to connect with the medical professionals who will benefit from the new software you provide.
During your introduction, mention that this new customer might have questions. It is important for you to always start by talking about the customer’s needs. You should provide answers to the most pressing questions that you can think of. Then, if your salesperson notes that you are not qualified to answer the question, tell him or her that someone at the company is available to assist him or her.
Be sure to welcome the new customers. Remember, these are your new customers and it is always your responsibility to welcome them into your building and help them feel at home. Make sure to let them know that you have been waiting for their arrival and that you would love to serve them with the best product or service possible. By doing this, you show the salesperson that you are a reputable company that is eager to get to know its customers.
As the salesperson introduces the products or services, give the new customer a quick tour. If you want to make a good impression, you should always be prepared to give a quick tour of the store. Be sure to avoid overstuffing the customer. This can sometimes backfire since some customers will become bored with the store and walk away.
What does the new customer experience look like for you may not look exactly like what the customer experienced for you? However, there is a good possibility that the first customer that came through your door has a totally different opinion of what your store is like than you do. This is the reality of the retail business. You need to continually educate yourself about your product or service in order to keep up with the changes that happen often. A store is not static; it is constantly changing and evolving to satisfy the needs of the people who frequent it.