Seriously, how good is our customer service?
How does your newsagency stand out in the crowd? Whether you are in a small country town or a large capital-city shopping mall, you are in a crowd. Now more than ever, given that everything we sell (except for magazine range), is available in many other places including online.
So, how does your newsagency stand out?
National retail chains spend vast sums of money and time advertising their buying power, convenient locations and friendly service. Their slick ads get into the heads of customers and lead them to think service is good. Newsagents don’t have the funds to promote on the same scale outside our businesses.
We rely on what we do to show off our point of difference and for this to drive word of mouth.
The best competitive strategy for retail I know is to make the shopping experience truly remarkable.
As I travel around the country speaking with newsagents at conferences, workshops and individually, the most common point of difference I am told newsagents have over national retailers is customer service. This is what most newsagents think. They share horror stories they have heard about experiences with national chains – as if these horrow stories make newsagencies look good. I don’t think it works that way.
If customer service is the differentiating factor for newsagencies, we have to ask ourselves: is our customer service truly remarkable? Is this what your customers really think? Is what you think of as your point of difference what your customers actually experience?
In newsagencies, customer expectations are higher than those buying a magazine, a pen or a card in a supermarket or department store. Because customers expect us to be more personal and friendly we have to be better – plus more.
The higher expectations customers have of their experience in a newsagency means that our own goals for remarkable customer service have to be higher.
So, how does your newsagency stand out in the crowd in terms of customer service? We need to challenge each other on this, to lift our game across the country. Whether we like it or not, we are connected by business type and, in most cases, shingle.
