What is it that you’re doing, that makes your customers return?
It’s a simple question, but one you may not have thought through thoroughly. Do they choose you for consistence or value? Do they choose you because your closest to their home, or do they choose you because of your attention to detail?
Understanding why a client or customer chooses you, is as important as knowing why a customer chooses to go elsewhere.
Imagine that I’ve been going to “Boutique A” for the last year, because I love that no matter what I do, every time I go there, they offer me a beverage while I’m there, and also don’t pester me while I shop. I go in and they have some new employees, and for some reason, they need to check up on me 3x while I’m shopping there, and don’t ask me if I’d like a beverage. No biggie to me, I’m an easy customer, but maybe their OTHER customer doesn’t like that change. Maybe they feel like there’s a drop in service, so she tries another store. She finds out “Boutique B” not only offers her a beverage and doesn’t pester her, but they also offer her a discount next time she shops there to gain loyalty. Where do you think that customer will go next time? I’ll be “Boutique B”.
Maybe I’ve been going to the same business, and love that no matter how often I go there, I don’t know what to expect! I love that is’ fresh, new, always changing, and keeps current. Then they find a pattern they like, and keep it the same for awhile. Boring for me, so I lose interest….
Knowing what your customers LOVE is as important as knowing what they aren’t so crazy about.
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