Customer service is key for any business to work properly. To stabilise, grow and establish itself in its sector. It’s exactly the same in hardware stores. The customer is everything, so we must know how to treat and manage them properly.
In this post, we are going to give you 5 keys so that you can work and improve your hardware store’s customer service. So, take note and set yourself up for success!
1. The importance of good customer service
Customer service in a hardware store is much more than just a good product. It is the information given to the customer, the way we treat them and, of course, the after-sales service we offer.
Therefore, everything as a whole is essential. And to do it correctly is synonymous with the achievement of objectives.
Good customer service is important because it helps to attract and build customer loyalty, since it gives security, confidence and positive positioning of the hardware store. It also establishes the company’s values, improves the image and the general public will prefer to visit your business, because he knows that all his needs will be met in your store.
2. Customer service
Bad experiences and bad customer service is often the main reason for loss of customers. It is estimated that two out of every three customers lost is a consequence of this
Treating customers well means that employees in contact with the public should be polite, responsive, fast and efficient. Provide solutions to the customer problems or at least try to do so, and of course, to offer a personalised attention for each of them.
You must ensure that these requirements are met in your hardware store. This will help you to avoid customer loss, increase your portfolio and it will be much easier for you to continue to obtain the expected benefits.
3. Segmentation and specialisation
Remember that the customer that comes to your hardware store is looking for a specific product or advice for something he has in mind but does not know how to develop it or what he needs to do it. So the specialisation of your employees and advisors is essential. To know how to guide them and offer them all the solutions to their problems or doubts is fundamental to achieving optimum customer service.
4. Beyond satisfying their needs: personalised customer service
Each customer is unique, essential and above all, different. So treat each of them in a personalised manner. Answer his doubts, queries or complaints assessing every single detail.
5. Loyalty: keep your customer coming back
Customer loyalty is a guarantee of success. There is no doubt about it. A happy and satisfied customer with your hardware store’s customer service will be a returning customer, and that, in addition, will recommend you to his friends, family members or acquaintances and on all digital platforms of which he is a member.
