Strategies to Ensure Your Customers Come Back

November 20th, 2019 by Emmariah Holcomb

Gregg McKay, Nu-Vue Window Films president, led a seminar at this year’s International Window Film Conference and Tint-Off, in Indianapolis, on methods that will keep your customers coming back. According to McKay, most of the items are related to staying consistent and professional.

“You want to ensure your customers have and see consistency when they come to you. You want them to walk away smiling and recommending you to their friends and family,” he said.

According to McKay, this starts with your company’s customer service representative (CSR). He mentioned a few qualities your CSRs should have, which include:

  • A low number of phone rings before they picked up;
  • Taking an interest in your customers; and
  • Being confident and knowledgeable about your services.

Having a professional sales team, including a professional look to your brick and mortar location along with company vehicles, was another item McKay discussed.

“You as a business owner should know if your company vehicle is clean when it goes out on location. Things like this ensure professionalism at the beginning of a project,” he said. “You should also ask yourself if your team dresses in a way that represents your brand well. You do this because they should look like you’d want to do business with them,” he added.

His seminar also highlighted the importance of having a good working relationship with your employees and not being an absentee boss. He noted it’s “always important for your team to be able to look to you as a mentor.”

“Don’t be hesitant to work alongside them [your employees]. My guys know I’ll put my tool belt on and work with them to show them I care about their experience, too. As for your customers give them an experience they won’t forget. That’s how they’ll come back to you,” McKay said.

This article is from Focus on Film, the weekly e-newsletter that covers the latest news regarding window film and related products, including paint protection film. Click HERE to sign up—there is no charge. Interested in a deeper dive? Free subscriptions to Window Film magazine in print or digital format are available. Subscribe at no charge HERE.

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