Show Your Value2 min read

Years ago, a woman once came into the clothing store I worked for and demanded a refund for a pair of boots. She explained that she had been unable to remove them after trying the boots on at home, so had cut them off her feet with a pair of scissors.

While I popped out the back to try and get my giggling under control, the lady was offered a replacement pair of boots in a larger size, free of charge.

Why this wasn’t the solution for the stuck boot, I really don’t know.

Whilst it can be trickier to add personal touches in the world of eCommerce, there is no excuse for ignoring the importance of good customer relations. If you can show your value to everyone that buys from you, you will find that repeat business comes easily.

Why not make new customers  feel really appreciated by offering first time buyers 20% off their next purchase? These small gestures put smiles on the faces of your customers and help build the value of your company.

One afternoon, a lady I was serving at the till discovered to her frustration that she was 5 pence short and therefore couldn’t afford the clothes I had just folded up and placed in her bag. She was embarrassed and flustered, not to mention fed up that she’d have to drive home for her debit card and come back into town later. Whilst certainly not company policy, I smiled and handed her 5p of my own, insisting that she take it. After a short well-mannered argument, she relented and gratefully left with her purchases.

thankyou

Later that day, just before closing time, the same lady appeared again, walked over to me and gave me a bar of chocolate with “Thank You” written in icing.

This meant that despite giving her 5p to make her day easier, she had gone home and come back into town anyway; the very thing she wanted to avoid!

She went to the effort to thank me because my small gesture had made her day. It took very little effort and financial outlay on my behalf and yet will probably be something that the lady will always associate with my old company.

Whilst it would be impossible to recreate this example in a digital store, even a simple follow up call or email to check a customer is happy after buying from you can make all the difference to their experience, increasing the chance of them buying again.

Customer reviews for businesses of every size can be found online in seconds; make sure yours show how much your customers value you. Give your customers a reason to smile and they’re likely to go out and share that smile with the world.

 

Becky Hopkin

As MD Becky works to ensure Digital Gearbox’s values are being lived, and that our customers are receiving the best service possible. A self-confessed Disney fanatic, Becky loves spending down time with her golden Labrador, Nala, and her young daughter, Emily.

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