Hardware Retailing

OCT 2017

Hardware Retailing magazine is the pre-eminent how-to management magazine for small business owners and managers in the home improvement retailing industry.

Issue link: http://hardwareretailing.epubxp.com/i/877991

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Page 84 of 120

HARDWARE RETAILING | October 2017 80 Lessons From Dogs About Customer Service 10 10 W ant to kick your customer service up a notch? Gather some inspiration from your canine companion. Offer attention. Dogs crave attention. Customers also appreciate you checking in on them as they shop. Don't hover, but make sure they find everything they need when shopping. Don't forget the treats. Having snacks available, such as free bags of popcorn, is a great way to make customers happy. If you sell consumables, hand out samples, especially during busier times of the week. Just don't ask them to sit and stay. Give them a special space. Dogs like having a bed to call their own. A customer's special space could be a customer service desk where they can go to ask questions. It's any place that makes it easier for them to get help. Gain their loyalty. Dogs are the gold standard of loyalty. Build some of that same character in your customers through loyalty programs that offer discounts and gifts. A bonus: loyalty programs give you a list of names and addresses to use in your marketing program. Be happy to see them. Your dog is always happy to see you come home. Could your employees use a dose of that same enthusiasm? A smile and a friendly greeting are great ways to make your customers feel welcome. John's Creek Ace Hardware Koya Garber Hardware Kang

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