Why Great Customer Service Is More Important Than Ever
If you’re in business, you already know that customer service is key. In our current climate, it’s time to really ramp it up – from good service to great.
But why now?
Studies are showing that though we’re living in an increasingly digital world, with online shopping at our fingertips, people are still craving human interaction. It’s no surprise, really – it’s in our nature. We’re social beings, and many of us have been unable to get the interactions we thrive from for quite some time.
Whether you’re a bricks and mortar store, a 1:1 service, or online – now is the time to take your service levels above and beyond, giving the customer all they want and more.
What the statistics are saying
As times and needs keep changing, people are asking questions of consumers. This research is invaluable to anyone in business – it’s important to consistently stay ahead of the game when it comes to your customers.
RedSeed Australia have recently published their findings on such a survey, and their top two key results really stood out to us:
- Customers place high value on staff on the floor in physical retail stores, and this value is continuing to increase
- Customers prefer personal contact to technological replacements (woe the self-checkouts!)
With this in mind, it’s time to ensure your staff are well trained and well-prepared to offer support, answer questions and provide an all-round unforgettable experience to your customers. A happy customer keeps coming back, and is a walking advertisement for your business as they spread the word about their great experience to their friends, family and colleagues.
The NZ Commerce Commission published their findings from a study on the grocery retail shopping experience in July 2021. Though this was grocery-focused, similar findings shone through – the majority of survey participants preferred the in-store experience.
It’s clear that shoppers prefer to look and feel their items when shopping, regardless of the industry. Make the most of these preferences now that stores are mostly open again across the country!
Both studies highlighted another significant finding: customers love to shop locally.
Be it for convenience sake (as per the grocery study), or as a show of support to their local communities – 4 in 5 of our Australian pals prioritised local shopping – you just can’t beat local.
The importance of shopping local
So why, when it’s so simple to get your favourite items delivered to your door from anywhere in the world, are people still favouring local retailers?
Beyond convenience and community, locals know locals. Humans love to feel recognised and understood, and when shopping, who better to understand their needs than their own community?
Our friends at RedSeed also reported that shoppers felt customer service levels were higher at small, local retailers.
When you shop locally, you’re supporting your neighbours, contributing to your local community, and preventing the main-street shopping trips from becoming a thing of the past.
If you’ve got a small local store, these are some great insights – stay connected with your community and keep providing them stellar service!
Our top tips for stand-out service
Wondering how to make that shift from good to great customer service? Here are our top tips – whatever your business!
- Go the extra mileGo out of your way to make your customers feel comfortable and valued. This might look like bringing them different sizes of clothing garments to their changing room in a fashion store, packing their bags for them at a retail counter, carrying heavy items to their car or offering home delivery.
If you’re service-based, it might look like flexibility in meeting times, bringing a coffee to your client meeting, or something as simple as a genuine follow up call post service.
Online? No worries – throw a hand-written thank you note or a low-value free gift in with purchase. We can help you design and print branded post-cards for these notes – get in touch today for a free quote. - Train staff and representatives wellEnsure all of your customer-facing team are well trained. Beyond your customer service basics of good manners and smiling faces – make sure they know your product or service like the back of their hands, so they’re well informed to answer any questions your customer might have. Give them some industry-related training, so they can sell your product well. Keep staff motivated with positive workplace culture, and motivational incentives!
- Stay in touchFollowing up with your customers and clients is a great way to not only ensure their satisfaction, but to stand out from the crowds.
Your customers will appreciate the personal touch of a follow-up call or email, and it’ll give you valuable feedback on how to further improve your service!
There are no traffic jams along the extra mile. – Roger Staubach
The Graphix Promise
At Graphix, we’re proud of our customer service. Here’s our approach:
✅ RIGHT FIRST TIME
If you are unhappy with the end product or if we make a mistake, our top priority is to replace the job at our expense.
✅ …AND ON TIME
If you do not receive your order in the time we agree when you placed your order, then the job is yours, free of charge.
✅ NO HIDDEN COSTS
You’ll know exactly how much your job will cost before you place your order. No more unexpected costs to pay.
⌚ FREE ONE HOUR CONSULTATION
Our friendly team will help you work on the most important things right now and we’ll show you how to buy more cost-effectively to save you money.
Our happy customers
We love to serve our local community and beyond – and we love to share their successes for all to see. If you’re not already, come and join us on social media and see our happy customers for yourself! Perhaps we’ll feature your smiling face next?
We’ve got 20% off labels until the end of November, so jump on this great offer and utilise it to level up your branding – or maybe thank you stickers for those personalised notes?
Get in touch today to get the ball rolling with a free consultation.