It's been said that it takes months to gain a loyal customer and only seconds to lose one. If that's true, it is imperative that you do everything you can to keep your store inviting and your customers happy. Unfortunately, a recent Harris poll tells us there are some common things retailers do that turn off their customers.
Rieva Lesonsky shared her list of what sends customers packing in 7 Retail Turnoffs That Send Customers Away Screaming on Small Business Trends.
1. Keep it clean
Use a janitorial service and/or assign employees to keep the store clean. Pay particular attention to restrooms and dressing rooms. You can institute a schedule and assign employees to monitor these areas and clean them up each hour. Employees can do basic cleaning, such as dusting displays, during slow times while the store is open. Save bigger cleaning jobs, such as mopping or vacuuming, for the end of the day or before the store opens.
2. Make it functional
Broken locks in dressing rooms and plumbing problems affecting toilets or sinks are among the functionality issues that drive customers away. Promptly repair any problems, and maintain a list of preferred plumbers, electricians, locksmiths and other professionals so you and your employees can get help quickly when needed.
3. Light it up
Lighting matters more than you might think. Problems with lighting, such as dim lighting in dressing rooms or flickering lights, turn off 40 percent of customers. If your store isn’t properly lighted, your products won’t be shown to their best advantage. More than that, however, dim lighting can be a safety hazard for senior customers and poorly lighted parking lots or entryways will make female customers wary of visiting your store after dark.— Rieva Lesonsky, Small Business Trends
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