As preparations continue for the massive Black Friday/Cyber Monday sales season, GD Commerce is helping your business prepare with our weekly blog series. This week, we’re discussing how to care for your customers (both old and new) during this busy period and ensure they come back.
The thing about first impressions is that you only get one shot at making a good one. Black Friday will deliver a host of brand-new customers to your business. It’s an amazing opportunity to increase your client base but if you whiff on the organization, you’re going to leave a bad taste in a lot of mouths. This week we’re discussing simple ways you can show appreciation to your customers that won’t break the bank.
A Simple Thank You
Manners go a LONG way in business. Whether it’s online, or in person, make sure you’re taking the time to thank your customers. They could have spent their money anywhere but they chose to spend it on your business. This is something entrepreneurs should always appreciate. If the order was made online, set up an email campaign to automatically send a thank you for the purchase. Consider placing a coupon in the email to encourage return business. If the sale was made in person, thank you cards are a thoughtful and memorable touch.
Customer Service is Key
Want customers to return? Make them feel important and appreciated. No matter how ridiculous a question might seem – it’s important to the customer asking it. If they feel like they’re being laughed at, or spoken down to, they will not purchase from you again. Customers vote with their wallet and deserve the utmost in respect. It’s also important this service is delivered promptly. Don’t leave requests or queries unfulfilled for days at a time.
Assess Your Capacity
How were sales last year? How many customers came to your store or visited your store online? If your operation groaned under the weight last Black Friday, it’s time to increase your capacity. Naturally, we want to say yes to every sale or request. But if you’re unable to fulfill a request, it pays to know your limits. You can’t be everything to everyone at this busy time of year. Increase how much you can handle by taking on temporary holiday staff or making your online infrastructure more robust.
Appreciate the Power of Yes
The above point leads us to the natural progression – get comfortable with YES. Develop your staff and infrastructure to a point where “yes” is your default answer to customer queries. Always be on the lookout for ways to go the extra mile for your customers. When they have a request (as long as it’s reasonable) tell them you can do it. Figure out the how afterwards. If doing business with you is easy, why would customers want to do business with anyone else?
Give Them Reasons to Return
Your sparkling personality and penchant for good customer service form only half of the puzzle. You’ll also need to incentivize customers to return. Here are several ways you can achieve this goal:
- Regularly tell them about upcoming promotions or deals
- Consider implementing a loyalty program
- Get their birthday so you can send swag or a discount code
- Announce relevant new product launches on social/newsletters
Ready to Help
Want to make sure your business is ready for Black Friday and Cyber Monday? GD Commerce is standing by to help. Contact Us and find out how we can lessen the load.