Saving customers’ time can help to keep them buying your products or services.
And in line with this if you sell directly to them is to remember what they do and like.
A local deli, fruit and vegetable shop I visit has delicious food and products.
A few weeks ago, I started noticing a change in how they served some customers including myself.
Many of the regular customers would stop at the deli section first, select what they wanted and then take the items with them as they entered the fruit and vegetable section.
It means you only have to pay once, simplifies the experience and saves time.
However, they have gone one step further using simplicity.
For their regular customers, they greet you by name and then say as you approach the counter “do you want the usual?”
If you say yes, you go ahead and select your fruit and vegetables. When they see you at the checkout, they bring your deli items to you.
Now this may save you 5 minutes but those 5 minutes can seem like an hour if you are rushing to finish your shopping.
And the customers like it, which you can see by the smiles.
The business likes it because of the feedback they have received and the increased sales.
The simplicity approach
It has been reported that customers will pay more for simplicity.
The retail outlet in the story is in the same complex that is owned by one of the largest supermarket chains who always have cheaper prices.
They can’t compete on price and you do pay a premium for their fruit and vegetables.
Saving customers’ time today is good business as they remember and it can take price out of the spotlight. Understanding the simple things like what they like and saving them time can make a difference.
Quick way to keep customers buying
Whether you sell a product or service regular customers give you signals. Sometimes they are small and you do need to put your observational and listening hats on. If the shop had not noticed that many select the same items and then go to the other section this advantage would have been missed.
Get to know what your customers’ buying behaviour. For example:
- Do they always request the same delivery?
- Do they always ask the same service delivery questions?
- Do they always have the same requests when you provide your services?
- Do they follow the same behaviour when they buy your products or services?
As a customer don’t you appreciate businesses that remember so you do not have to repeat yourself? Perhaps your customers would as well.
By looking at your database of customers and identifying their buying behaviour can grow your business even if you have fierce competition.
Over to you – have you noticed your customers’ buying behaviour signals that have led to greater customer retention? Also, if you have any stories of other companies doing this, please share.
Photo taken from website.
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