Tuesday, October 20, 2009

I used to shop there, but now their customer service sucks so I get it online instead…

This is the tagline I normally use for Best Buy. They have gone from a very well run professional store with great customer service, to a mega-giant store where you can never find a service person who knows about any of the products they sell or you find them clustered together in a group ignoring customers. Why does that happen? People used to take actual pride in the work they did. But now they don’t even care about anything going on in the business they work. It is like you are bothering them by asking a question.

This also carries over to comic and game stores too. Basic customer service 101, greet ever customer that comes to the store. Then you ask them if they have ever been to the store before. These two questions are the corner stone of retail customer service. Some of you are thinking, how can you do that same thing to people online? Simple, you build a friendly website for people to come to. Something that is not only welcoming but something that is very interesting. Disney got it right. Everything they do is about customer service. Do you know how many complaints it takes to get fired at Disney? One. A Bad customer service experience just once time can get you fired. People at Disney understand and live the credo of Good Customer Service. Also a simple little thing you can do online is change you images on your website once and a while. For LPJ Design, we change the main image on the website once a month. We really need to change the image once a week. See everyone can improve what they are doing. Every time someone comes to your website or retail location they need to see something new. If you don’t do this then you will see something new, no customers and then a closed or out of business sign.

Ask yourself this, “What can I do to make customer’s feel better about the product they have purchased from me?” You answer that question, you are half way to creating a successful business. Talk to you later…