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How provideing exelent customer service in a store can influence store profit results?
Wiki User
∙ 13y ago
In detailing the many ways customer service impacts profitablilty of both a single store and chain of stores, one thing seems to come to mind. Customer service is about the customer. A customer who enjoys his time in your store will spend more time in your store, will talk about your store, and spend more money in your store.
Everyone can see the effect more sales has on the bottom line, but how do you get more sales? The simple answer is to expand your customer base, or make the customers you currently have buy more. Those are your only two options. Excelling at customer service directly impacts both of these options.
A fully satisfied customer tells people he or she was satisfied, especially if it is in some way above and beyond what was expected. Word of mouth is important to the success of any business because it drives an expansion of your customer base.
As an example, one company I worked for sold refrigerators at $50 more than our competitors but included a $25 gift certificate for food with every purchase. We never advertised it. Just stuck the gift certificate in the fridge when we delivered it. As a result, we sold about 40% more refrigerators on a monthly basis than out competitors. We got talked about and word spread. The best part of the whole deal is that even factoring in the cost of the certificate, we still made more money on our product than our competitors did.
The second aspect of increasing sales is increasing the amount that your current customer base buys. Bettering your customer service means that your customers will never be chased out of your store and will always stay the maximum period of time possible. With more time in your store, the chances of impulse buys goes up, and gives your salespeople chances to address even more of your customer's needs and wants. In order to give your salespeople a chance, they need time and a more relaxed, open, comfortable customer.
Customer Service directly impacts the bottom line by increasing or decreasing sales and improving or lowering the attitude of each customer.
Wiki User
∙ 13y ago
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