Many retailers think that after you've rung up the customer, that's it. Time to move onto the next customer and make the most from that sale. However, that first sale is just the beginning of a relationship and what you do and say during the interaction (a customer is never a "transaction") determines whether or not the customer will return. You could give customers phenomenal service during the
time that you are face to face with them, but what you do after the sale is what sets you apart from your competitors.
Warning: these tips also create friendships!
So, what do you do? You can:
1. Make sure you get their address so that you can send them a thank you card.
2. Call them up a couple days after the sale to make sure the product is working ok. (GoDaddy is great at this!)
3. Call them when you get new products that you know they'll like.
4. Remember their name the next time they come into the store. (This works like a charm!)
5. Go out to lunch with them! I knew associates at Nordstrom who did this with customers - it also helped that the Nordstrom Cafe was just ten steps away ;)
In essence, the things you do in establishing a relationship with a customer is much like the things you do when you make a new friend!
Have any tips to share?
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