Don’t Sanitize Your Customer Experience!

Obviously we have all seen things change during the pandemic, however one thing that hasn’t changed is customers still want a great experience! Yes, it’s important that we keep our business clean and safe now more than ever, however that one thing will not bring your customers back. The majority of people are starting to get out of the house for the first time in almost 3 months because they miss the interaction with people. The important thing is when customers do return to your store, restaurant, hotel, spa, etc that you make them feel comfortable and happy.

Here are a few ideas to guide you:

• Welcome them back (signage at front of business, greeter)
• Be empathetic to their needs at no charge (such as extra sauce on food, extra whip cream on drink, help finding an item)
• Be friendly (smile with gestures or eyes)
• Be honest with your customers (short staffed, long wait due to capacity maximums)
• Be patient (some people walk slower, ask lots of questions)
• Communicate (if item isn’t available due to safety precautions, let them know in advance)
• Social Distancing (stand 6 feet away)
• Offer ambiance and fun (happy atmosphere, happy employees, music that fits the business)
• Thank them when they leave (thank them for returning, tell them you look forward to seeing them again give them a purpose to return)

Above & Beyond

Here are a few things you can offer your customers to get them to return:

• Loyalty/redemption program
• Easy to make a reservation or appointment (online or by phone )
• Promos
• Senior Discounts
• Free samples (this is mainly good in grocery stores or deli)
• Gift card
• Coupons
• Free 30 min consultation

There are so many things you can do to go above & beyond to get customers to return. When customers return and refer this equals more profits. Who doesn’t LOVE more MONEY??? and HAPPY CUSTOMERS??

If you need some more marketing ideas or help training and implementing CDC guidelines / restrictions contact Debbie at The Hart Experience 602.717.3271, Debbie@thehartexperience.com / www.thehartexperience.com

We offer free consultations and complimentary first mystery shops…