This week, we have been delving into fundamental aspects of newsagency operations that can significantly impact business performance and customer satisfaction. By focusing on these core elements, we can differentiate ourselves from competitors and foster a loyal customer base.
This is free advice from newsXpress as we encourage all Aussie newsagents too run more relevant and loved local retail businesses.
Customer service is often hailed as a key point of difference for newsagencies. However, is it truly setting us apart? While many of us pride ourselves on our community connections and customer care, the reality is that the bar for service is continually rising.
Basic service standards, once considered exceptional, are now becoming commonplace. Greeting customers, rewarding loyalty, and offering additional services like gift wrapping are no longer optional but essential. The question is: what extra steps can we take to truly distinguish ourselves?
Consider how you respond to customer inquiries. Do you simply tell them what you have, or do you go the extra mile by showing them? Are you bringing back-office challenges into the customer-facing environment? These actions can greatly influence a customer’s perception of your business.
Moreover, providing product information and care instructions, especially for gift items, is becoming increasingly important. It demonstrates your commitment to customer satisfaction and can build trust.
- Do you greet shoppers? More and more of our competitors are doping this. While traffic, labour cost and average spend may challenge the financial model of a greeter, the service is a customer service benchmark.
- Do you reward loyalty? If not, you’re not meeting today’s minimum customer service standard.
- Do you offer a gift wrapping service?
- When a customer asks if you have something do you tell or do you show?
- Do you bring back-office challenges to the shop floor?
- Do you provide product service and care info? If you sell gifts this is becoming essential to good customer service.
- What’s better about what you do compared to those who compete with you?
Ultimately, the key to superior customer service lies in answering this question: What sets your newsagency apart from competitors? We all sell similar products, so it’s how we deliver those products and interact with customers that will make a difference.
By consistently exceeding customer expectations, we can drive repeat business and foster a strong reputation. Remember,every interaction is an opportunity to build loyalty. It’s time to challenge ourselves to reach new heights in customer service and reap the rewards.
