Have you ever read the classic Dale Carnegie book How to Win Friends & Influence People? This book was written back in 1936 and it is just as applicable today as it was almost 100 years ago. Carnegie has written down some incredibly simple tips that are valuable in the marketplace today.
Here are a few of our favorite tips from the book and how they can be used in your business.
It sounds almost silly to have to be reminded to smile, but it makes a huge difference for the customer. A smile can be disarming, and our natural human tendency is to reciprocate the behavior and or expressions seen by others. Getting a smile from an employee puts customers in a good mood and makes the whole shopping experience (and quite possibly the customer’s day) a better experience.
2. Show respect for other people’s opinions
Customers often come into tanning salons with all sorts of opinions about the “right way” things should be done in regards to tanning. While you don’t have to agree with everyone about all of their opinions, respect should still be maintained. This can be done in a variety of ways, but it is often as simple as never saying “you’re wrong.”
3. Remember the customer’s name
This seems like another one of those easy tips that everyone knows but doesn’t put into practice; get to know your customer. You will be interacting with customers before their tan, and getting to know them by name will definitely enhance their experience and encourage them to come back.
4. Be a good listener
Listening to customers is very easy and doesn’t require any complicated online surveys or little wooden boxes with a stack of comment cards next to them. All that it is really needed to be a good listener is to be present and talk with them. Listen to what they have to say about life, about the business, and about how important tanning is to them.
5. Talk in terms of the customer’s interest
A lot of business philosophy centers around putting the customer first and the customer being right. While there are always exceptions to these rules, letting the customers know how important they are to you is a great way to connect with customers. If you are improving the salon, let customers know that it is to provide a better experience for them.
In conclusion, a few simple steps can really make a big impact on customers which can greatly enhance their experience.