Forget Bad Signs to Build Customer Relationships
Tip #243 - Stupid Signs
Dear Tip of the Weeker,
As always, our real life provides plenty of inspiration for the weekly Tip. This week it was lunch…
Yesterday we went to our favorite local deli for lunch. The food is excellent, the people are friendly, the store is always spotless, and the prices are fair - all the things that keep people coming back again, and again.
We feel good about going there, BUT on the front door is a big sign that says “NO Public Restrooms.” And just to make sure we don’t miss the message, they placed it right above the doorknob so it’s the first thing we see as we come in to grab a bite to eat.
A couple of thoughts about this (stupid) retail sign…
First of all, keep communication with your customers positive! Signs with negative, controlling messages are a turn-off and should be used as a very last result.
The first thing your customer should see when they approach your store is a clean, welcoming front with an interesting window display - not a sign, or signs, telling them what they can and can’t do in your store.
The last thing your customer should see in your store is a smiling face saying a heartfelt “thank you,” not a sign taped to your register saying you’re going to charge them $35 if they bounce a check.
Secondly, let people use your toilets for crying out loud!
It’s true that occasionally someone might leave your bathroom a mess or that some people will come in, go, and not spend any money. But more often than not they will buy something while they’re in your store and sometimes that “bathroom break” person will turn into a regular customer who will spend lots of money with you down the road.
One thing is for sure though – if they don’t come in, they’re not going to buy anything.
Finally, we understand why this sign appeared in the doorway to the store. The staff got tired of telling people who came in and asked that there were no public restrooms. To which we say – too bad!
The pleasure and appreciation of your loyal customers and soon-to-be-customers is paramount, not the inconvenience or interruption to your employee’s day.
Treat your customers like welcome guests and they’ll come in more often, spend more money, tell more people about you, and help you become the success you deserve to be.
Tape up lots of stupid signs and all bets are off…
Wishing you great sales and lots of fun,