Small town charm has a reputation for a reason. Their top claim to fame? Good, old-fashioned customer service where "everyone knows your name". While knowing every customer's name may not be possible these days, what is possible is delivering customer care that stands out from your local competition and even big-box competitors. For that matter - even if you are a big box store yourself, you can still stand apart when it comes to delivering strong, old-fashioned customer care.
Among the reasons old-fashioned charm is appealing to customers nowadays is that it's far from the norm. Additionally, old fashioned customer care is unexpected - which means consumers appreciate it that much more. Finally, customer service that's reminiscent of the good old days helps customers keep you top of mind when it comes to their future buying decisions.
To help create your own customer care that sparks old-fashioned charm, consider these three tips:
Tip #1: Say Your Customers Names Out-loud
While this may seem simple, customers and merchants alike nowadays are always in a rush and rarely take time to connect. However, when you speak to customers and use their names, it creates a stronger connection between your store or brand and them.
Even without knowing a customers name officially, you can say their name when processing their payment. Of course, this is assuming they use a credit card for payment, where you can easily gain their name by looking at their card. On the other hand, if you begin to work with a customer and are spending some time supporting - no matter how brief of an experience it may be - it's nice to offer them your name and ask them for theirs, as well, to make helping them in their purchase decisions more personal. And despite the many customers that will come and go into most businesses that won't ever return again, there should absolutely be a strong number of repeat customers for most businesses that you can - and should - easily know their names. Make it a point to say these customers names often and confidently as they weave in and out of your business - whether it be a coffee shop, corner store or any business. By saying your most common customers names out-loud, it does two things. First, it makes them feel appreciated and at "home" in your business. Second, it alerts other customers nearby that you care about your consumers.
Tip #2: Show Gratitude... In Both Modern & Old Fashioned Ways
The National Federation of Independent Businesses reports that the simple act of saying “thank you” can build trust, improve relationships and increase overall happiness of employees and customers alike. And yet, all too often "thank yous" aren't shared and even worse... when they are, they aren't genuine.
If you consider that the only reason any business is in business is because of customers, than saying "thank you" seems to make sense. However, saying it and meaning it are two different things. Beyond actually speaking these words, what else can you do to show your customers just how much you appreciate their business? Old fashioned, handwritten notes are a great way to offer genuine thanks. Not only is it an affordable way to extend your gratitude, but it's also meaningful and acts a reminder to your customer on a later date about your business. Sending a hand written thank you can be a part of your business strategy for customers who spend a certain amount of money - or for that matter, any amount of money. Depending on your unique business, you can incorporate handwritten "thank yous" into your customer care strategy... while also gaining the perks it helps deliver for loyal customers and word-of-mouth marketing. After all, wouldn't you tell someone if you received a hand written note from a business you spent money at?
If handwritten notes aren't up your alley, consider marrying old-school and cutting-edge methods by doing social media shout-outs to some of your best in-store customers. And remember, gratitude is a powerful sales tool... but it only stems from genuine care.
Tip #3: Offer to Help People With the Little Things
When was the last time someone offered to hang your wet coat while you browsed a store or put your bags behind the counter so you could shop more comfortably? Back in the good old days, this type of customer care was the norm. Somewhere along the way, however, this got lost among the chaos of modern life.
Greeting customers is a must, as well, to help consumers feel welcomed. But beyond that, consider how you can make them feel more comfortable and at ease in your business space. Creating an environment that accommodates guests who may be tagging along with them - whether husbands, colleagues, children or friends - is also a great way to make customers feel welcomed and to "stay while". Offer seating, magazines and even beverages to accommodate customers and their guests, as well as make it easy for them to hang their own coats or bags if they'd like. This welcoming addition to your business suggests you are happy for customers to stay while, as well as extends that old fashioned charm that so many other businesses lack.
In Conclusion
When helping consumers, consider how your customer care stands out from your competition and other businesses in general. Incorporating old-fashioned charm may not be cutting edge, but it's still a leading way to gain customer attention and customer retention... two things any business can appreciate. Combined with modern ways, you may find that old fashioned charm is just what you need to make your business succeed.
