Do you prefer to shop at local small business verses a shopping mall? In a recent study by credit card giant Mastercard Inc., who tracks purchase patterns, consumers seem to be shopping closer to home. The study also found that spending growth at mom and pop businesses has outpaced that of the big chains in the past two years. Of course, we all know that more and more people are shopping online today. However, when they are not shopping on line, people are seeking personal connections, advise and a more positive customer experience. Something they say is lacking at national retailers and big box stores.
Consumers seem to want to shop small. Big chain stores still account for the majority of shopper’s purchases. But many shoppers are skipping the big malls in favor of local neighborhood hardware stores, bookshops, grocers, boutique shops, restaurants, specialized retail stores and coffee shops. Most consumers are willing to pay higher prices too for that personal attention and small time, mom and pop business experience.
So what are you doing to today to capitalize on this trend? Here are a few tips that will separate you from the big box stores, malls and even online shopping sites.
1. Make sure your business and your staff are all ready to create a positive customer experience. In other words, your front of the house is spotlessly clean, music playing, smells great, signage is in place, merchandise stocked and staff ready to engage your customers.
2. Acknowledge all customers with a warm, sincere welcome greeting when they arrive. Even their children and pets. Get to know who they are by being interested in them, their challenges, frustrations, problems, sports teams, weather, interests, hobbies, careers and more.
3. Be available to share any insight, answer questions, offer advise, ask if they have visited your business before to welcome them back or appreciate the new opportunity to serve them.
4. Offer your customers little extras while they do business with you such as cookies, water, lemonade, coffee, apple cider, samples of your products or little toys for their children.
5. Show your customers that you are having fun, enjoy your job and that it is truly a pleasure serving them.
6. Sincerely thank them for their business and provide them a parting thank you gift such as movie tickets, car washing coupons, small holiday recipe books, hand lotions, sun screen, helpful tips books on various subject matters and future discount coupons to show your appreciation for their business.
If you want to differentiate your small business from the rest this holiday season and throughout the year, do all of these simple things and more. It is what will separate your business from the big box stores, shopping malls and online web-sites. Don’t just give your customers what they expect. Give them an enjoyable, personal, sincere, uniquely positive experience that they don’t expect, to be different then your competition.
Customers are seeking and longing for a better experience. They want to support local small businesses and mom and pop shops in your communities. Begin today this holiday season to give them a good reason to do so. It will certainly make this holiday season and the customer experience a little more Magical!