Long gone are the days when there was a shortage of goods and services in the Soviet Union, there were large lines in stores and offices. Today on the shelves of any counters flaunt a variety of products in large quantities. Also, various organizations are trying to expand the list of their services. In general, the modern market can be described as plentiful in terms of supply of products and scarce in consumer demand.
How to attract more customers?
How to deal with this situation in the markets? We need to look for new ways to attract customers, as well as methods so that consumers remain yours and do not go to competitors.
One of such methods is an individual approach to each client. In the service sector at the present stage of business services development, this method of attracting and retaining customers is the key. The customer service manager is simply obliged to be able to use it effectively if he wants to be successful.
The level of competition and consumer demand is growing
The importance of this approach is increasing due to increased competition when sellers on the market offer the same products at almost the same price. But at the same time, each seller will be clearly characterized by the level of service, that is, at what level the customer will be served.
Will you return to the store where you are rude? Most likely not - you will find another, even if the price is slightly higher, but when shopping there, you will be polite and will be called by name.
You need to be polite and know your customers.
By the way, regarding such an appeal to visitors. It has long been proven the fact that if a person is called by name, he becomes much more loyal than if you simply contact him with “you” or “you”. In all successful organizations that work with visitors, there is a practice of training staff on how to communicate with people. An individual approach to each client is very important when communicating with him.
A mandatory point of such training will be the development of skills among employees that will facilitate the appeal to consumers of their services by name or patronymic.
In addition, staff are taught to form close relations with their partners that will facilitate long-term cooperation. An individual approach to each client allows you to establish just such a relationship with a person. The times when the flow of visitors was huge and it was possible not to try to keep this or that person, since tomorrow he would be replaced by three more, passed after the global economic crisis in 2008. That is why building a long-term relationship with a client in modern business is simply a necessary task for survival.
Need to build long-term relationships with partners
To form such a relationship, you need to know a little more than just the name or patronymic of the client. Need more info. If we look at stores, then often we get different discount or discount cards. By analyzing customer purchases, stores can draw conclusions about which products are preferable for the visitor. The last step is to notify the buyer when there is an interesting offer for such a product. And that’s it, the job is done. You can be almost sure that he will come and make a purchase.
If we talk about an individual approach to each client in the bank, then things are as follows. All sales managers have a special program in which they occasionally enter some supporting information about their visitors. After enough of such data has accumulated, the customer service manager understands what the person is doing, what interests he has, and also what bank products are relevant for the offer.
Hold the buyer
In addition, not the last argument in favor of applying an individual approach to each client will be the fact that this is the only way to interest the buyer. Then he will return to the store again. A simple principle is to talk to the visitor and identify his needs. It seems that to thank a person for the purchase and use of the services of your store is such a trifle that it can be omitted in the conversation. You can’t think so, this is a gross mistake. After the customer has purchased something, it is necessary to congratulate him on a good purchase, to say that you are very pleased to cooperate with him. This will leave a positive impression on the person about you.
This method really works. An individual approach to each client allows you to increase sales by increasing its loyalty to the company or company. People love it when they talk to them and show interest in their problems. In the end, on a subconscious level, they want to be sympathetic and helped to survive problems.
A loyal customer will tell your friends about you
You should always remember that one loyal consumer will tell several friends that he was well served. To improve the attitudes of visitors to your organization, use an individual approach to each client. The slogan for managers can be proposed as follows: "Today is the highest level of service, and tomorrow - an increase in the number of active customers."
Do not forget that an angry person who is dissatisfied with the service will tell about it to at least ten people - this is exactly what happens, according to psychologists.