The dry cleaning industry faces several challenges, including but not limited to, rising costs, health and safety concerns, staff shortages and skill issues, but poor customer service should not be one of them for you in 2024.
Here are the three things you must avoid if you want to make the Customer experience your competitive advantage to attract more customers, improve customer satisfaction to build loyalty and grow your business.
I. Your Quality Not a Pass
It can take a lot of work to know what customers want. These days, consumers have so many options available to them. However, knowing what customers want is the difference between becoming the brand Customers love as you work on dominating the competition.
Take pizza shops as an example; they have come to understand this truly: They provide specifically what the Customer wants. Pizza Hut and Domino’s sell experiences. They sell what most families want: to enjoy some pizza. These companies are filling a void, and they do that so well. They have made it easy for families to have a meal together and enjoy time together. I can tell you that they don’t serve the world’s best pizza. If customers wanted that, they would have to visit Italy every time. Pizza shops know that and have capitalized on it to fulfill a need.
There is only one lesson: The Customer wants and cares about speed, ease of business and convenience. That is how these companies can sell more than what we consider the best on the market. And as a business, you must understand that having a great product is never enough. Quality products are essential, but there are other reasons why customers return. Customers want more than that. If you show up as the brand to provide that convenience, they will stay with you forever.
II. Own It All
You can’t control everything that comes your way as a business. In most cases, you are not even at fault. Even worse, your clients don’t give a darn or don’t know. Your Customer still believes that you are to blame. By framing everything as your challenge and owning it, you are for the better.
It allows you to define your work and anticipate your client’s demands, wants, needs and desires, preparing you for the moment. Preparation is everything, and it will enable you to provide an excellent customer experience, draw in more clients, charge more to boost revenue and differentiate yourself from the competition. You will earn your Customer’s trust and loyalty because you are the only one doing the unthinkable.
III. Relationships Drive Growth
Giving customers a real relationship is the goal. Every Customer can have their experience personalized, and you can look for meaningful ways to show them how much you value them. The only way to truly personalize the experience is to genuinely know your customers and build a strong relationship with them.
Nowadays, businesses are so preoccupied with their products that they have lost sight of their customers. Customers need to feel valued and connected. Thus, it has left a gap that needs filling and your brand can be the one that serves it, becoming the go-to brand.
Francis is the President and CEO of Flair Consulting Group, a customer experience firm, training employees of businesses to treat customers better to attract more customers, increase profits and stand out. You can contact him at francis@flairconsultinggroup.com.
