Our philosophy at Peoples Flowers Shops is that customer service and the need to keep customer loyal is an all-the-time effort, 24/7/365.
However, this month was created to emphasize the need to focus even more on ways to keep customers loyal in a day and age where competition is growing and doesn’t just come from around the corner and down the street but rather from all over the world.
Today’s focus on customer loyalty does have to do with target marketing and researching their needs and desires. However, there are also many traditional ways to encourage customer loyalty that often are forgotten. We thought we would share our formula for success:
- Treat customers as we would like to be treated. Sure, it’s the Golden Rule, but it really does work. Be nice, courteous, respectful and helpful, and they will come back for more. Show them you really like them. Be authentic. It works!
- Remember their name and what they like. Whether that means keeping records or a database, you can go a long way in making a great impression by greeting them by name when they come, asking them about their family on the phone or an email, or sending them a birthday post card.
- Listen. Many businesses think they know what customers think or want. Instead, we like to ask and then listen intently to what they say. This could be good feedback or it could be a suggestion for a new product or some other type of improvement.
- Say Thank You. Tell customers you appreciate their business. You can tell them when they come in to the shop, on the phone, by email or with a note in the mail.
While these suggestions seem so minor, they really are major and are some of the biggest reasons our customers have remained loyal to us. Of course, there is also our focus on quality, variety, and value. That helps, too! However, we know that the personal touch and connection we make and encourage our staff to do is what makes the real difference when it comes to customer loyalty.
And, we would like to take this time to again to tell our customers thank you as we know they have other choices for flowers in Albuquerque, but they continue to come to us and vote for our Albuquerque flower shops as their favorite!