Every business has a well-defined target audience that depends on the products or services they offer. It’s normal for a company to have many products or services catering to multiple audiences, and that’s where customer service can get a little complicated. How do you know how to serve a particular customer if you don’t know what service or product they need? Luckily for you, that’s exactly what we’re going to cover today!
Let’s look at some possibilities:
The returning Customer
These customers might visit your store as part of a routine, maybe to replace a regular order or to intently repurchase something.
You would deal with these customers quickly and with intent. They know what they want; therefore, you don’t need to try and convince them of anything. They know your business, maybe even know you directly, and it seems they are impressed because they’re returning to you. Assist them by locating what it is they’re looking for. Of course, there may be times when you have the opportunity to upsell, which is excellent. But don’t overdo it and put them off.
These customers are visiting you to directly make a complaint about a product or service they have previously received.
We’ve all had times when we felt it was necessary to do this, and unfortunately, as a business owner, it’s inevitable, no matter how good you are.
How you deal with these customers is crucial. The first step is to clarify that you understand their opinion and accept their complaint, even if you don’t, at least try to or seem like you are. Do not get your back up and become defensive; if you do, you’ve lost the customer for life. Once you’ve listened to them, see if you can assist them with a refund or discount on another product. At this stage, they will usually tell you what they expect, and it’s up to you to decide if you can provide it.
The New Customer
These are customers that have possibly seen your product or service online or advertised elsewhere and want to enquire about what you do/sell.
The best way to deal with new customers is to gently approach them and ask them if you can help them find what they are looking for. Don’t do this as soon as they walk through the door; we all hate that type of attention. Give them a few minutes to wander around and then approach. Now, this is your opportunity to sell yourself and your business, and we’re not talking about a full sales pitch but simply informing them of what you do and how their lives can benefit.
These are the people that have walked past your store and are passing the time by having a browse around. They aren’t actually interested in what you do or sell; they’re simply browsing.
If you are experienced in sales, then you will be able to pinpoint these customers, you don’t need to ignore them, but also you don’t need to spend a great deal of time trying to figure out what they need. Approach them a few minutes after they enter your store and ask them if you can help. They will likely refuse, which gives you the chance to politely accept their refusal and inform them that you can be found at X place if they need help with anything.
Remember that understanding your customers and how you can help them is crucial for your business to succeed.