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The UPS Store Small Business Blog
  • 20 July 2020
  • Taylor Miller

Regaining Customers by Going Above and Beyond

In this new age of business, not only do business owners need to go the extra mile to evaluate their operating status, but they also need to go above and beyond for their customers. Consumers want to feel valued, and they want to hear about products and services that offer some sort of value – convenience, fun, organization, etc. – during this pandemic climate.

As business owners, you may occasionally lose touch with your customer service skills and become concerned only with acquiring business, but by not offering your customers that extra attention, you could lose out on essential revenue and regaining new customers. Here are four key guidelines to go above and beyond to keep your customers coming back to you.

  1. Safety Measures — Across the states, public and business safety measures continue to fluctuate. Be sure to keep a close eye on your local and state regulations regarding business operations. If operating a brick and mortar location, inform your customers on how you are keeping your business clean and in line with regulations. Reassure your customers by placing signage in front of your business which communicates your safety efforts. Let your customers know if you have newly adjusted store hours, and inform them that additional time is being spent on deep cleaning to show that you are doing everything in your power to keep your business and employees safe.

  2. Social Media — Your customers are spending more time than ever on social media. Keeping your social media profiles up to date allows you to be in constant contact with them. Social media is also the perfect platform to inform your customers about your cleaning procedures, store hours, upcoming sales and any other important updates you would like to share with them.

    man in full body protective gear spraying the inside of a retail store
  3. Know Your Customers — Getting to know your customers and understanding their shopping behaviors can be quite tricky at times. Schedule a live Q&A session and announce it either on social media or through an email blast. You can use this session to inform your customers about everything from your cleaning procedures to finding out why they choose your business over a competitor. This is a great time to get to know your customers so you can fine-tune your business to cater to their specifics needs and wants.

  4. Smiling Through Your Mask — We all learned at a young age to smile and be kind to one another. Take those simple learnings and shape them into your business model to keep your customers happy and satisfied. People want to be welcomed and greeted when entering a business, even though we cannot see their smile through their masks it is still an important gesture. Acts of kindness and helpfulness will keep your customers coming back to you, and you will have a higher chance of retaining them as future customers.

There is a reason why customer service is usually the most important part of a business. If you’re not helpful and kind to your customers, how do you expect to keep their business? In this current pandemic culture, you need to find ways to connect with your customers and assure them that you will be there for them and meet all of their needs. And never forget to smile, whether it’s in person, over the phone or through social media.

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