Do not scare your clients away
Today I just passed a fish taberna in Halandri we used to go to very frequently a year a go. Suddenly I realized we haven’t been for a very long time.
The reason: I was scared away
The place wasn’t very popular until it was featured in a Sunday paper. All of a sudden people started going. It is small 10 tables, family run and really good food. I even ate there one night next to Giorgos Papandreu, yes you know who, I am not joking.
The owner got to know us, but strangely enough the more often we went the higher my bill was getting. We could say that because we were already a repeating client they felt they could push and push no matter what, that we will still come back. It was a mistake, I never went back again.
This is just an everyday example to demonstrate that your clients do have a limit and if you push too much you may loose them to the competition.
You should always study your client learn about him, what he can and cannot do. Always try to do business but don’t forget that the client always has to feel that he is getting a benefit from the partnership. As soon as he feels pushed he will look for alternatives.
That’s how life works, I look for alternatives, you look for alternatives, we all search if we feel we can get a better option.
Customer service online vs offline
Customer service is an essential part of your business, whatever you do.
You may have a bakery, a restaurant, a supermarket, a bank or an airline, a good customer service makes a big difference. In fact, if you give me good service and a smile, you have a very big chance that if I need that particular service again, I will come back. I am even willing to pay a little bit extra if necessary. I am sure that I am not the only one that thinks this way.
However, why is it so difficult to get a good service out of some people. Especially when we speak about high-street shops, offline retailers.
Why do online business try their utmost to give you that great customer service? There is strong competition and any small detail makes a difference. I know, but there is also fierce competition offline and no one seems to give customer service the real importance.
The other day I bought a 8 Euros pair of socks in Calzedonia of Halandri for my son. I got home and they were small. So, I went back to change them and the person in charge says, no way I cannot change them because you have torn the seal. So what?! are you willing to loose a regular customer for 8 Euros? (less than that if you think what their real cost is) The answer is yes I do not care, thank you very much.
On the other hand you have online retailers like amanzon.com that will go out of their way to give you an excellent customer service. I mention amazon.com because we all know it, but there are many other online businesses that focus strongly on customer service. These details count and definitely make me go back.
Why offline business do not see this? why don’t they care?
For me the answer is clear, I prefer to buy my stuff online and support those real entrepreneurs trying to make a difference.