Good Customer Service Sells Best
How Do Customers Rate You?
This story appearing in TRANSWORLD Business Magazine raises concern about manufacturers and vendors selling on line and in their own stores.
Mikke Pierson, owner of ZJ Boarding House in Santa Monica, California said it all when he said, “For ZJ Boarding House that means a dedicating ourselves to hard goods, product knowledge and great customer service.”
You Can Compete With the Web
The Internet is here to stay, but so are the brick and mortar stores that offer what you cannot get on the web. People still like to touch, feel and ask questions of a human being. The Internet cannot compete with human beings provided they do what the Internet cannot. Retailers that stand back and let customers walk around the store without assistance will fall prey to the Internet where they can do that from home.
Pro-Active Service Is Crucial
Success Dynamics works with many retailers with a large number of surf shops being among them. Those that remain focused on their customers will not lose business to the Internet. In fact, shoppers will browse the vendors site to narrow the choice and then come into their favorite neighborhood shop to buy and “talk story” with their “friends”.
People Make the Difference
People buy people first, and what they sell second. Money isn’t everything.
One of the best examples I see is Surf-n-Sea in Haleiwa, Hawaii where there are about 20 surf shops all competing with the same merchandise at similar prices. Surf-n-Sea continues to see rising sales month after month.
Strive For Excellence
A previous article that appeared in TRANSWORLD Business Magazine illustrates what Surf-n-Sea is doing to remain competitive with anyone and everyone. You can do the same.
December 9th, 2007 at 12:45 pm
I surf; I buy; I love Surf-n-Sea. I could never order a surf board comfortably from the Internet at any price.
As for Quicksilver, I quit buying their stuff years ago. Billabong, just to name one, does a much better job, and although they are opening up their own stores too, I will still buy where I am shopping (in person) for other things.
Besides it’s hard meeting chicks on the surf company web site; I meet them all of the time at Surf-n-Sea.
December 9th, 2007 at 3:44 pm
I shop a lot on line, but more and more it is because of the lack of service in the stores than the choices or prices on line. It would be nice to turn the clock back to a time where people truly cared about customers and enjoyed working with them. If I am going to get a robot at the store, I might as well deal with the computer.
October 23rd, 2008 at 9:48 am
In respect of the post above that says you can compete with the web, I came across a web site while searching hobbies in general that I thought was great. I don’t think the subject will have the widest appeal (making mats etc using Russian Punch needles, looking for a new hobby etc) but thats not what matters. The whole approach to the customer was what caught my attention, and will certainly have me going back to read about their product more. BTW, the URL is http://www.punchneedlemarketplace.com if you want to see it for yourself, but they had a charming sales philosophy right up there with the headings which I copy below. It probably breaks the advertising rules because its too long, or it won’t hold the customer’s attention, or no-one would bother to read it all etc. I disagree and I would really like to know what others think.
WELCOME TO PUNCH NEEDLE MARKETPLACE!
Our Philosophy
Because the Customer has a choice, we must be the better choice!
Because the customer has sensibilities - we must be considerate!
Because the customer has an urgency - we must be quick!
Because the customer is unique - we must be creative!
Because the customer has high expectations - we must excel!
Because the suctomer has influence - we must be flexible!
Because the customer loves our products.
Then as you look through the site, there are all sorts of options answering questions etc. One link is to a page of How to Use your Russian Punch Needle. Its well illustrated and they do their best to ensure that all is explained for newbies, but then what I liked at the end was this message…
WE HOPE THIS HELPS!
If not, please phone XXXXX to give us a chance to make sure you know how to use your punch needle. We don’t mind helping, and you will feel better when you understand the instructions fully. Please let us help if you need clarification.
If this is the feeling they can drum up on the web, I can just imagine what they would be like in their own hobby supply store, the enthusiasm, the passion they have for what they do, its palpable! Cheers
July 8th, 2012 at 9:29 pm
Fantastic customer service is always essential when it comes to any type of business. I run a small business in our city and i always make sure that we give great customer service to our valued customers. :;:;`
October 11th, 2012 at 11:00 pm
Customer service should be always at priority of any business that offers products or services. ,,,**
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December 9th, 2012 at 9:41 am
if you open a business, customer service is always a must. ;
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March 21st, 2013 at 8:16 am
Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.*
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