Copyright © Daniel Gebura
http://www.Financial3dom.netIt does not matter how satisfied you are with your business. Whether you have a brick and mortar location, an internet business or a combination of the two, if customers cannot find what they are looking for they will probably not return. While customer surveys can provide helpful information, they can also be expensive and time-consuming and really to answer the questions about what their true feelings are. The best way to make sure customers are satisfied with what your business offers is to walk the business like a customer.
When you do this, start where the customer starts…at the front door, or the entry page of your website. Looking at businesses with a physical presence, if the front of the business is neat and clean, providing a good appearance can set the tone for the entire visit to your business. If your customers are dodging clutter in front of the door or stepping in discarded gum, or worse, on the front walk, they will likely have the initial impression that you do not care about your business.
As they enter the front door if they are confronted with a lot of clutter that resembles a weekend flea market, they may not have the same professional vision of your business that you want to display. Keeping the doors inside and out free of trash and clutter not only improves their perception of the business but also helps maintain a safe environment for anyone you are inviting into your store.
If you are selling products, they should be clearly marked with price so the customer does not have to track someone down to find out the cost. Many customers are of the impressions that if they have to ask about the price, they probably cannot afford it. This is not true in most businesses but when it comes to the customers, perception is their reality. Products on the shelf should also need to be neat, clean and organized. The customer should never get their hands dirty picking up a box from the shelf. Even though the product may be less than a week old in your business, dusty packaging leaves the impression that it has been there awhile.
One of the biggest turn-offs for customers is a lot of negative signing posted around businesses. Walking through many smaller business, the signs telling customers what the business will not do generally creates a negative feeling for the customers. Not only negative signing, but signs that are hand-written can quickly help a customer create their own impression of how your business operates. You probably have a computer and if you are intent on posting signs, print them out so they do not look like you have kindergarteners print them out for you.
It is OK not to accept checks or limit refunds, but listing them as store policies neatly and in a professional manner will make more friends. When a business posts signs telling people how much a bad check is going to cost them, they believe the business does not trust anyone and maybe the customer should not trust them.
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