Zona Napoli Men: store performance improvement is not a dream
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Zona Napoli Men: store performance improvement is not a dream to retain the old customers, store performance improvement is not a dream! As a store manager, generally know the importance of customer management and services, but also know that in store management, Good old customer service this piece to our performance improvement will have a great help. Both can enhance the customer's recognition of our brand and loyalty, but also allows customers to keep returning, but also to bring new customers to customers, resulting in the legendary "multiplier effect." So that our customers shop after another, the performance improvement will naturally become a matter of course. However, in actual operation, as an operator, always feel customer service is stepping on the heap of cotton heap, deep one foot, shallow leg, can not hold the law, can not find the depth, and some hobby learning managers Usually also read some books about the parties, or also participate in some teachers' class. There is a general feeling that it seems very reasonable to talk with the teacher in the book. It seems that the customer service is really the same thing, but when it is done, the feeling of powerlessness comes. There are many things that have obviously been done, just as if the fist hits the marshmallows, without any effort. Customers do not seem to increase the number of how often customers often look back a few sporadic, not necessarily old customers really bring friends over. For example, the teacher said to customer service, have a good attitude, patience, smile, appease the customer's emotions, these seem to themselves and the staff have done a bit, but the reality seems really cruel. Then our manager began to lament: This business is really getting harder and harder to do. Why manufacturers do not type too much advertising to enhance brand awareness? Why our price can not lower the point to attract more customers? ... ... want to go, complain began more business attitude has also begun to change, and even began to envy other brands ... ... This idea go further and more dangerous. In fact, the customer service is really so difficult? Really so hard to see the effect? ​​I have seen a shop, the performance had only less than 40,000 performance, almost close to the brink of life and death line, but later changed The manager, in just less than two months time, the performance soared, took over the second month rose to more than 60,000, the third month to close to 80,000, the average monthly increase of 40-50 ℅, the speed of ascension so that everyone was surprised, then later in the case study visit, the manager revealed her secret to improve performance, that is: do the old customer service. Specifically asked how she did, she shared with us the key to customer service, are summarized below. Zona Napoli Men: store performance improvement is not a dream, for paying the old customers, have to personally sent to the door. The manager said she demanded that every clerk try her best to do this. As long as it is bought a single old customers, if not very busy, be sure to personally send customers to the door. Although this process is short and the action seems insignificant, as long as this is done, the customer feels fully respected. On the one hand, customers will not be left out after the mentally handicapped, on the other hand, this moment is also very crucial, because the customer has just deal, just started to agree with our brand and service. In the process of delivery and customer communication, both to enhance customer recognition to us, but also to further narrow the relationship with customers. Of course, when sending customers, be sure to remind customers to remember often, to bring friends over, customers at this time, but also often very easy to hear in, maybe when will come back, really bring friends over It's 2, within two days must send a greeting message. Customers buy our products in the store for a number of reasons, perhaps feeling the brand feels good to her, or because some aspects of our products are just right for their needs, or because we feel that our price is affordable , The quality is not bad, even more likely to be a fresh picture. No matter what the reason, after all, is to buy, this is a good thing, but as our shopping guide staff, do not feel everything will be fine, do not feel so get a loyal customer. Many of us know that customers are usually impulsive at the time of purchase and become more rational when they return home, especially cosmetics. Customer's dressing room may have a lot of brands, a careless use of the original has been used from the brand or other brands, put our products idle for a long time may forget. We often have such a similar experience, I often see a lot of female friends shopping day bought a lot of street clothes, but many have not bought it back after buying, only became a foil in the closet . In fact, our customers are the same, even from a number of brand choices to buy our products back, it does not mean that they will go to use, because in her home, there is another battlefield, as well as all kinds of Like other brands and our competition, this time we will continue to attack. How to attack it in the end? It is the customer must be able to buy back within two days to send a message to the customer, on the one hand to remind customers to use, on the other hand, through contact with customers, but also shortened the distance between the customer , Reflecting our professional and meticulous service. If some customers more positive reply, then this customer get along well, with a little effort, you can establish a very good relationship between customers. Zona Napoli Men: store performance improvement is not a dream 3, a week to conduct product use surveys and counseling. If we can do the above two points, we have more than one layer of links with the customer, but if we do not follow-up action, the previous actions may be in vain, because the two actions alone, the customer is not Will not produce more feelings with us and even products, so we must remember to attack further. In general, you can continue to send customers a message to greet you after a week of buying a customer - a global brand - and focus on how it's used and especially its experience. Customers who have been using our products, and feel good, our message will enhance the greetings of customers a better experience and feelings for the customer back and introduce friends over have a good role in promoting. Even if the customer is not using our products, also caused her attention to our brand, product. 4, often to keep in touch with customers often, to maintain customer relationship. The two people want to establish a good relationship, mainly to see the frequency and quality of contact between them, in fact, our interaction with customers is the same. Generally speaking, usually the highest quality of our contact with customers is the customer to buy it, and then behind the time and opportunities are less, then how can we enhance the frequency and quality of contact with customers? This first need We often keep in touch with customers, but customers do not like us often send messages to harass her, so we must grasp the frequency of sending information to customers, neither too high, so as not to provoke customer resentment, nor too little or no . How can we get a good grasp of this? In general, holidays are the best time to send messages because no one will refuse blessings from all quarters on holidays. If there is no holiday, the average one month or so is about the same time, and the content of the message can be some make-up tips, new information, skin care, lifestyle information, holiday greetings, etc., for which customers are usually more concerned about , And does not produce too much resentment. I had attended to train a shop in a district in Hubei and left a telephone number on the spot. In the next two years, every holiday received a blessing message from one of the shop managers. As a result, the other trainees who attended the training were forgotten for me in those two years, but the impact on her was very serious Deeply, this and she often give me the message has a very big relationship, as far as I know, she and the customer is always in touch, with a large number of very loyal customers. 5, there are new products, promotions, or mentors to shop guide, invite customers to come back to experience the purchase In fact, to make the old customers spending again, usually need is a reason for many reasons, may be new products may also be promotional offers , There may be a mentor to the store to guide the provision of higher quality services and so on. And we have to do is, in the store in the new market, promotions, or company mentors to the store to guide, we must take the opportunity to send information to tell customers, customers invited to visit the shop experience. Part of the usual relationship between good old customers can even call in person and invite them to come, do not feel embarrassed, you know, this is the golden moment for the old customers to spend again, but also to create a very good time for sales performance. Relative to the development of new customers, the invitation of an old customer back, the cost is very low, may be just a message, a phone call, a small investment, big investment things, why not? : Store performance improvement is not a dream 6, good service often come back to the old customers when the old customers look back, it is a very pleasant thing for us, but then the requirements for our services will be higher. First of all, many customers do not necessarily go back and may not buy, it may be to see, to know recently there is no new product information, this time we have to learn to put the mentality, the correct treatment and use of skills, tens of millions Do not let the old customers we are buying and selling strong, otherwise it will bring pressure on customers, may not come again next time. Secondly, even if the old customers do not buy, we should better serve her and handle the relationship with her. Remember that there was a company that used to have the introductory phrase when serving an old customer. "To be very fond of combing hair and not paying Old customers, love the old customers who love to come once a day, very much love the old customers three times a day. "This sentence fully shows how to deal with the old customers too much. Maybe you will say that three times a day old customers possible? According to my survey of them, I found it really is a very common thing, they - the global brand network - many of the regular customers and shopping guide are very familiar relationship is very good, Some old customers have something good to the store came, and some even to the clerk to buy breakfast, the family has any wedding also invited staff to the house guest, completely the clerk as a very good friend. Could you ask me if there is a bad service when customer relationship can be dealt with in this part? And what achievements can not mention? I once contacted one of their clerks, she said she was working in that shop Only six months later, there have been 30 dry sisters, 30 "mother-in-law", not to mention these relations are joking or serious, it only shows that their popularity is very good, with a large number of her very much Good old customer It can be said that she is also the ultimate customer service, and later the girl did the manager less than a year, in two years have their own shop, now has 7 outlets, annual revenue Millions or more. In fact, our customers are nothing more than two categories, one is the new customer, one is the old customers, and in the early opening of a store, the proportion of new customers may be too large, but in the late, old customers take up The proportion will increase, and some even reach 70℅ above. Therefore, we want to improve store performance, a very important aspect is to grasp the old customers. And grasp the old customers, in the final analysis is to do a good job of the old customer service, the above six aspects of our customer service process in the key points, if we can do without compromise, do these six points, I believe your business management capabilities will greatly enhance the performance improvement is definitely not just a dream.