Your most vital asset is your customer. As a retailer or contractor, your customers form the very basis of your company and you have to treat them right. That includes being proactive and learning about what they want. When they walk into your showroom or you visit their home for a consultation, there are some guidelines you should follow in order to pave the way for the very best customer service experience possible.
Here are a few tips to connecting your clients with the perfect flooring for their needs.
Truly listening to your clients will gain you so much more information than if you ask questions and constantly interrupt. Ask them WHY they want new flooring and what features they want to focus on. Sit back, take notes and listen to their responses. One client may want something that her kids and pets will be comfortable on without having to worry about spills, stains and scratches. Another customer may be an empty nester and finally wants the high-end flooring she has always dreamed about. Effective listening is a skill many people still have yet to master! It’s not always about making the next sale; it’s about making THIS sale and truly getting to know your customer.
Next, it’s time to identify those needs and flesh them out. If your customer is really into being eco-friendly, suggest innovative, renewable resources for flooring, such as bamboo or cork. These are environmentally friendly and rapidly renewable crops that are harvested from responsibly-managed forests and naturally feature low VOC content. If your customer wants hardwood flooring for his kitchen and family room, consider that white or bleached floors don’t do so well in these high-traffic areas due to foot traffic and stains. Also, watch out for some grainy wood species, where the direction of the floor can actually contribute to its wear and tear. Remember: customers don’t necessarily buy products; they buy the reassurances and emotions that come with those products. As you get to know each individual customer, you’ll be able to anticipate his or her needs more readily.
Take care to help your customers understand how you work, what the process entails, what the timeline is and how it will all affect them, says Business Insider. This puts them at ease so they’re less likely to get confused or upset when things don’t turn out the way they’d hoped. It happens: materials don’t come in on time so you can’t get the job done or make that delivery when you said you would. Make sure your customers know you’re behind them every step of the way, even through snafus.
Part of good customer service is going above and beyond what you need to do to keep your customers happy. That may mean repeated consults before deciding on that perfect flooring, or it may mean a friendly follow-up after a sale. Whatever that is, give your customers more than they expected, and they will remember you.
In the end, it’s not always just about the flooring. It’s about forming lasting relationships with your customers that will benefit both of you in the future.
For an example of excellent customer service, contact Adleta today. We are happy to be your trusted hard surface flooring distributors!
Can't find what you're looking for? Have a special installation question? Click on our Information Request questionnaire or call our customer service department at 800-423-5382 Monday thru Friday from 8am-5pm. We welcome your calls and inquiries.