Nobody wants to receive basic, boring customer service when they shop in person, so wow your customers and rock the customer experience this year!
These ideas might be new to you or common sense. Either way, they’re a good reminder for you to create happy, satisfied customers who come back instinctively — like June bugs to a Coleman lantern.
A certification reassures and shows customers that you know what you’re doing. Consider getting the following certifications to expand your knowledge, feel more confident with your skills and, most importantly, help your customers more effectively and efficiently. Proudly hang your archery certificates in high-traffic areas for good exposure.
No matter how long you’ve been a bow technician, having an industry certification validates your skills, adds credibility, differentiates your business from competitors, and tells customers you’re capable of providing exceptional service. The ATA’s Bow Technician Certification course is ideal for bow technicians of all skill levels and years of experience. Plus, a certification helps ensure you make the correct bow adjustments, reducing accidental adjustments that result in extra time spent working on issues. Learn more about the ATA’s Bow Technician Certification or sign up here.
Getting certified to teach archery adds credibility to your shop, increases your marketing value, attracts and engages new archers, and gives you skills and knowledge to enhance customers’ experiences. USA Archery-certified retailers also gain access to educational clubs and programs like Explore Archery and Junior Olympic Archery Development. ATA members can get certified at the ATA Show to save time and money. Click here to learn more.
Have you ever heard a customer complain that you stayed late to help them or retied their peep for free when it came loose? Probably not. Customers get caught up in the little things. If allowed the opportunity to do something seemingly small or insignificant, do it because your customers will notice. Some ideas include:
It’s inevitable that someone will have to wait for your assistance. No one likes to stand in a corner, especially those on their feet all day. If you have space, provide a couch or chairs so waiting customers can sit and relax. Offering coffee, water or hard candies is a nice gesture that appeases those in line.
Don't push your thoughts or suggestions on the customer. Allow them to make their own decisions. Photo Credit: ATA
There’s a fine line between helping someone and pushing someone. As an expert, you can offer your opinion and make recommendations, but not everyone will follow your guidance. First-time archers are more likely to listen, but confident, longtime archers might be set in their ways, and that’s OK. Don’t let your ego interfere with the relationship. Provide instruction, but leave the buying power and final decision-making up to the customer — and don’t undermine their expertise.
Never assume. Always ask. Retailers can avoid confusion and confrontation through effective communication. ATA’s article, “5 Ways to Determine How Your Customers Really Feel,” outlines strategies for obtaining honest feedback regarding what your customers want, need, like or dislike. For example, you can use surveys, monitor online comments or go straight to the source by asking customers individually. Communicating with your customers helps you fulfill their requests the first time.
Say thank you at the register and send a follow-up email thanking the customer for their purchase. Photo Credit: ATA
Having good manners is one thing, but showing your appreciation is another thing on another level. Saying thank you is free and effective, and it’s the easiest customer retention technique out there. Start now if you’re not already thanking customers for their business and time. You can thank customers in person, or by phone, text, email or direct mail. The more personal the thank-you, the better. Being grateful and showing your appreciation makes customers feel valued and want to return.
Every customer in your shop makes a conscious decision to go to your shop. Retailers must remember that customers don’t have to choose them. Make them want to choose you. Take simple steps to ensure customers have an elevated customer experience at your shop so they continue to return.
If you have questions or want to discuss other customer service ideas, please contact Nicole Nash, ATA’s senior manager of outreach, at nicolenash@archerytrade.org.
WE ARE HERE TO HELP THE INDUSTRY, TO HELP INDIVIDUAL BUSINESSES GET THE MOST OUT OF THE INDUSTRY, AND TO HELP YOU.
