Monday, May 14, 2018

Making Customers Feel Valued

An experienced tailor in Boca Raton, Florida, Eva Lea Klein spent nearly a decade sewing and altering garments at Banana Republic, a clothing and accessories retailer. Prior to this position, Eva Lea Klein worked at a retail store in Brazil, where she handled all managerial roles.

If you work in retail, here are a few dos and don’ts to make your customers feel valued:

- Do listen to them. Listening to your customers is important. Pay attention to their comments, and don’t make them feel rushed.

- Don’t ignore their questions. If your customers send any questions or comments to you, respond right away. Any customers messages should be prioritized and responded to within the same business day, if possible. This helps customers feel as if they and their needs are important.

- Do thank them. Make sure you genuinely and regularly thank your customers for their business. You can do this with a card or small gift during the holidays and by holding a customer appreciation event at least once each year.

- Don’t hide your challenges. You are already comfortable sharing positive news with your customers, but sharing your challenges is equally important. When you quickly overcome an issue, share a quick anecdote about how your team handled the problem by being agile and adaptable.