Customer service is probably the second most important aspect of your retail women’s clothing business, after marketing. Customer service is what will give you an edge over your chain store competitors, and bring people back into local shopping. Great service will have them spending more, because they trust you as a retailer, and it is well worth the extra effort. There are some simple things you can do to better serve your customers, and yourself.
Love your products! If you don’t, how can anyone else? Always wear what you sell, and be a living model for your customers. Take the time to research the name brand items you sell. Know where everything is in your store, where it was made, what it’s made of, how it fits, etc. Try on everything in your size, so you can tell them if it fits big, small, or if it’s cut for wide hips or small busts. Be ready to suggest great items if they’re not sure what they’re looking for.
Answer your phone and e-mails! Some customers just like to check out what’s there before they head into the store. Always have a phone ready, and if you’re assisting a customer, have someone else there to help grab it. Check your email at least once a day, and answer every question, no matter how small. If you have a women’s clothing website (which we highly recommend), then make sure everything is updated and current at least once a week. It won’t take care of itself. As an extension of your brick and mortar business, your online clothing store should look as polished and professional as your storefront. Put out a little money on it if you can. If someone needs the address or phone number for your store, that’s likely where they’ll land, so you want it to look good.
Never run the store alone. You should never be the only person in the store. If you’re at the register, a customer who comes in isn’t being greeted, assisted, or smiled at. If you’re helping a customer, someone with money who wants to pay is being ignored. No matter how small your space, never work alone.
Get to know repeat customers. Anyone who walks in your store twice is a repeat customer. Know their names, what brands they like, how many children they have. Anything. It not only builds a rapport with the community, but it also helps you market properly to your demographic. Make sure they know you, too. Slip a business card in their bag as they leave, or offer a little discount to them in the form of a signed, handwritten coupon. If they think of you as a friend, as well as a business, they’re more likely to visit you, rather than the big chain with the blank faced cashier. Your store should be a place to hang out, shop, chat, meet friends – in other words, a destination, and not just a quick stop on the way home from work.
Work friendly hours. It’s important to make sure you’re not always closed when people want to shop. This doesn’t mean keeping the doors open past midnight, but if you’re open until seven, people have a chance to get home from work, walk the dog, eat a quick dinner, and get in before closing. You can open your doors at ten or later, as long as you can stay open after five on weekdays.