What keeps people coming back

Stores have a common problem to solve: how to get the people to come back time after time to the same store. Many stores try to solve the issue by marketing and by putting so much selection that you can’t really find from anywhere else. Both of these options might work in the short run but in the long run it becomes either too expensive or then it just doesn’t work.

Things that really matter when you are going back to the store for the second and the third time is the experience you had the first time. How was the store, was there a good selection and then last but definitely not least the service. The service culture is really important when trying to lure the customers to come back. If a customer had a good experience and nice service, it is almost guaranteed that the customer will come back. If the selection was not so good or something was wrong but the service was still good, it might save the whole situation.

The service in itself doesn’t mean hiring the best people in the world. It is the example you give when hiring new people. You have to show that it is part of your business culture to serve every customer as if it was your first one. This way you are guaranteed to have more customers and loyal regulars. When people talk about stores, you can’t really influence them anyway else but to try to offer them the best service you can. This is important because if they get bad service the negative storytelling seems to have more power than the positive.

I started a renovation (in Finnish: remontti) recently and I had no clue how to manage the whole project. I went to the local K-Rauta and told them about my renovation project, showed some pictures and even asked if they would know anyone who could help me with the interior design. The service I got from there was absolutely great. Not only did I get all the equipment I needed, I also got a lot of good advice and they also asked me to come back with new pictures when the job is done. This service really keeps me going back to that store in the future.