If you have been losing customers recently, there could be any number of reasons why…
If you have been losing customers recently, there could be any number of reasons why. On a very basic level, it may simply be because the weather is bad, or there may be a time of recession in your local area. Many customers prefer to shop online these days too, so you are bound to lose some custom as a result. On the other hand, there may be other reasons that are more inherent within your business. We feel terrible saying it, but your store itself may be the problem. And here are the reasons why.
- Your store is a boring place to enter. First impressions are everything, and if your store looks dull on both the interior and exterior, you are going to elicit yawns rather than gasps of wonder. It’s time to give your store a facelift, adding bursts of color, epoxy floor coating, and interactive displays. Look at other retail stores near you, and consider what they do that you don’t. Then make all the necessary changes, turning your store into a happening place, rather than something that was only in fashion twenty years ago.
- Your staff are rude. Customer service is everything, but if the attitudes of your staff are less than polite, then your customers are going to boycott you. Not only that, but they will probably let all and sundry know about the terrible customer service they have received. Staff training is key, so make sure each member of your team puts the customer at the heart of what they do. And if you notice any rude behavior from your staff, you need to kick them into touch before they turn any more customers away.
- You are neglecting to go online. Because your customers are often online, so should you be. If you store any of your customer details, stay in touch with them through email marketing. Let them know about your latest discounts and offers on social media. And after making a sale, send a ‘thank you’ note along with an electronic receipt. You might even open up an ecommerce branch of your store as well, so if your customers have stopped visiting your bricks and mortar store, they can still access your online alternative.
- Your store is annoying. And what do we mean by this? Well, if you have trolleys that don’t steer in the right direction, if your store aisles are too narrow for people passing by, if you have limited payment options, and if your customers are forced to queue for too long, then yes, your store is very annoying indeed. There are solutions to all of these problems, so do your research online and find ways to stop irritating your customers.
- You are the problem. Sorry to be rude, but this could be true. Do you pester your customers as soon as they step through the door? Or do you ignore them altogether, letting your staff deal with any possible customer issues? Have you formed a marketing strategy? Or do you assume people will step through your door simply because you have put up a ‘We Are Open’ sign? If you do any of these things, then you are the problem, and you need to change your ways to benefit your store and its customers.
Do you relate to any of the above? If so, follow our advice, and set things right. Hopefully, you will see an upsurge in customers again after taking the relevant action. And if you don’t? Then try speaking to your customers yourself. An offline or an online survey may just give you the answers you need.
Thanks for reading.