The Sweet Reward
Customers who feel appreciated and receive great service will come back again and again. They're also more likely to spread the word, bringing new business to your door. An added bonus that you might not have considered is that your employees will also feel good about a job well done. Just by saying thank you again, they personalized the sale and gained a competitive edge. Most importantly, they've accomplished the goal of making their customers feel appreciated.
So, you see, it doesn't take a lot of effort to take customer appreciation to the next level. For long-term success, however, it has to be a part of your daily operations and culture-something your entire staff reinforces with every customer. To ensure this becomes second nature, many rental stores have included this in their training programs. Rather than focusing solely on technical and operational training, they also invest in customer service and sales training programs. I've worked with many of these businesses that made ongoing training a top priority, helping them significantly improve the customer experience from the initial phone call to closing the rental. The results are hard to ignore-more loyal customers lead to a better bottom line.