Elly Valas: Stop Worrying and Start Focusing on Sales
Customer dissatisfaction happens when there is a disconnect in the experience customers think they’re going to get and what is actually delivered. Warehouse clubs are successful because they deliver on their no-frills, low-price promise. If you’re claiming to be the best, then your store needs to shine and your team needs to dress and act like professionals.
If you’ve done all of this and you’re convinced the service experience you offer is a reason to buy from you, there’s one more promise that will help drive customers to your store: Offer to refund the cost of the gas it took to get to your store to anyone who feels the quality of service you delivered didn’t match expectation.
When gas is over $4 a gallon, every customer who comes to your store is a buyer. Your job is to make sure they buy from you and not from your competitors.