When the subject is growing sales, nine owners out of ten go straight to improving the product or the service, or to investing in expansion. In practice, though, if you want sales to grow and a bigger crowd of regulars, the thing that matters more is managing the relationship with your customers. Here are six ways to build that relationship — to get closer, win them over, and keep them supporting your business for a long time to come.
6 techniques for building customer relationships
If you are a new shop owner learning how to build good relationships with your customers, or you want to leave them happier with a better buying experience, we have gathered the techniques for managing customer relationships right here.
Be friendly, and have a service mind
First of all, whether or not the person browsing your goods and services decides to buy, what you and your staff should do is greet them warmly, with a smile, and show that you are glad to advise, answer questions and help with anything else. That is the first impression, and it is the opening that lets you present what you have to offer.
Avoid the hard sell
Closing the sale is the goal for every owner and every member of staff. But if you want a good relationship with your customer, do not pounce on them and talk up the product's virtues in a hard sell — some people will find it uncomfortable or irritating enough to walk straight out. Far better to let them browse at their own pace and stay close by in case they need help.
Listen to what customers say, and mean it
If you want a good relationship with your customers, you have to be willing to listen. They are the ones who have actually bought and used the product, so they know its strengths and weaknesses better than anyone. Listen with an open mind and act on it, and customers can see that you care about them and are always working on the quality of what you sell.
Remember your regulars' names
If you are the owner and you are on the shop floor yourself, then when a customer comes in often enough to become a regular, make a point of remembering their name or what they usually buy. Beyond making them feel important, it leaves a good impression — and you can take it further with a loyalty programme such as a membership card or a points card, which builds that impression over the long term too.
Always say thank you
Here is another technique that makes customers happy with your shop and costs almost nothing: simply smile and say thank you every time someone buys from you. That alone is enough to leave an impression and bring them back for a second visit.
Bring in a CRM system
Last of all, put technology to work — a CRM system, for instance, to keep a record of purchases, set up payment that accepts every method, cut down on mistakes in the running of the business, and give your customers a better buying experience.
Want to impress your customers? A CRM system is the answer
As we said, a CRM system is a major help in impressing your customers. But some people are still not sure what a CRM system actually is, or what good it does their business — so let's look at it properly.
A CRM, or Customer Relationship Management System, is a system for managing the relationship with your customers. The aim is to give them the best possible buying experience and the highest possible satisfaction, so that loyalty builds and they come back again over the long term. A CRM stores its data in the cloud, gathering up how customers behave when they buy so it can be analysed and put to good use in planning your marketing. The benefits to a business are these:
- It makes running a shop or a business of any size more efficient
- It gathers and analyses customer insight effectively
- It lets you follow the purchase history at every step, so fewer sales slip through the net
- It makes stock management straightforward, which in turn helps you plan to cut costs
- It develops the customer relationship and builds loyalty through a loyalty programme
- It gives the business a professional image and can lift sales dramatically
If you want a shop management system that works hard at building good relationships with your customers, choose Qashier. It makes running the shop efficiently straightforward, sets up a loyalty programme easily, tires your staff out less and leaves your customers happier — and that sends your sales climbing. If you are interested, ask us for more information on LINE Official: @qashier.th or call 02-544-0267