Really listen to your customers
May 25th, 2012
Lots of company claim they are good at customer service. And many say they listen to their customers.
But just listening is not good enough. I feel you have to listen, show concern and do something about it.
A day does not go by at our Bridgewater Foods Supermarket that we do not get a customer comment. Some are critical, yet many are positive.
When a customer makes a comment, we try to stop what we are doing and engage with that customer in a sincere conversation. We look them straight in the eye. We listen to what they are asking. We then respond to their comment in an honest way. And finally we take their name and number to call them back when the situation has been fixed.
As a result, our customers believe we take their comments seriously. And when we act upon them, and they see that they have sparked a change, well then it becomes fulfilling and contagious. They will bring up more suggestions and the cycle begins again.
Many retailers want to stick their heads in the sand and not know what is going on. After all it is much easier to ignore their comments and stick to the status quo. But these retailers will be left behind in the long run. Most of the changes we make today are spurred by customer thoughts, not the owners.
Those who really listen and do something will be rewarded with loyal customers and walking billboards of your store.
John Marklin












