Posts tagged with "wholesale"

Boutique illustration by Heather Skovlund for 360 Magazine

Boutique Customer Service Tips

Customer Service Tips Every Boutique Retailer Should Try

By: Joseph Heller, small businesses expert and CEO of Supplied!

Supplied makes it easier for small boutique owners around the world to access high-quality, affordable wholesale boutique items, whether to stock their physical store or IG shop.

Do you remember the last time you had a truly fantastic customer service experience?

Maybe a cashier complimented your earrings, or maybe the person at the drive-thru unexpectedly threw an extra taco in for free. Or maybe you were just really vibin’ with the enthusiasm you could hear at the other end of the customer support line. Whatever it was, chances are it made you more excited to return and support that company with your business in the future.

Now… think back to the last time you had an awful customer service experience.

Was someone being unnecessarily difficult while you were trying to return a sweater, you’d bought a week ago? Or did someone leave you on hold for hours and hours? Or maybe someone just would NOT honor your coupon, even though you received it in an email yesterday?

Whatever that bad experience was… I’d be willing to bet it made you a whole lot less likely to go back anytime soon.

As Vince Lombardi famously said, “It takes months to find a customer and seconds to lose one.” One poor customer service experience could cause you to lose all of a valuable customer’s future business.

Offering better customer service skills often doesn’t cost a dime, but it can make a world of a difference for your profits. Studies show that acquiring a new customer can cost five times as much as retaining an existing customer. Plus, the success rate of marketing to a customer you already have is 60-70%, while it’s only 5-20% when marketing to a new customer. 

If you haven’t been making great customer service a major priority in your boutique lately, now is the time to change that. 

Read on to learn 25 powerful (but easy!) customer service tips every retailer should try implementing in their business.

(If you’ve hired someone else as the main customer service rep for your boutique business, send this article along to them as a reminder!)

Top 25 Customer Service Tips

Focus on the customer in front of you

As a boutique owner, you’ve constantly got about a zillion and one thing that need your time and attention. But when it’s a customer you’re dealing with, zero in on them and their needs. Nobody likes feeling unimportant – make sure you give them your undivided attention while they’re talking to you, whether it’s over the phone, in person, or in your site’s live chat.

Be empathetic

Chances are, you’ve been in the exact same situation your customer’s in right now – whether they’re trying to figure out what size shoe to purchase or they’re trying to initiate a return for something that didn’t turn out the way they’d hoped. Do your best to see the situation from their perspective. You’ll be able to provide a better customer experience if you’re in touch with their needs and emotions.

Make an extra effort

Work tirelessly to solve your customer’s problems. If a customer wants a certain size that’s out of stock, double-check your inventory, let them know when they can expect that item to come back, offer them alternatives, or give them a discount code for their trouble. Your customers will appreciate you going the extra mile for them.

Improve systems

Customer service isn’t just about making your customer feel valued while you’re speaking to them – it’s also about providing a great all-around customer experience. Do a quick audit of your website and make sure it’s user-friendly. Is it easy to check out? Browse new arrivals? Search for specific items? Purchase using the payment method they prefer? If not, set aside some time to make some adjustments.

Identify their needs

There might be all sorts of things you could be doing to provide a better customer experience that you don’t even realize yet. Put together a short survey to send out to your customers about the checkout process and their past customer service experiences. It’ll show you what’s going well and what you could improve.

Use their name

Simple, but effective. Whenever a customer reaches out to you, take note of their name and use it. It’ll give your communications a more personal touch. (Don’t forget to introduce yourself by name, too!) Bonus points if you remember other personal details about them for next time.

Smile

Yes, even if you’re not talking to the customer in person! Make an effort to be friendly and positive, even if you’re just sitting at your desk at home – you can totally hear a smile through the phone, and it makes a difference.

Be generous

If you could spend $5 to secure a customer who’s loyal to you for life… would you do it? Sometimes, that’s all it takes. When a customer reaches out to you, your priority is to make them happy – offering free shipping or accepting a late return can do just the trick. And that’s not just common sense – research shows that accepting someone’s generosity makes you feel indebted to them, which can translate to return business.

Don’t say “I don’t know”

Sure, you’re not gonna immediately have the answers to every single one of your customers’ questions… but it’s kinda your job to know. So, when you tell a customer “I don’t know,” what they hear is “I don’t care.” Not exactly the message you’d like to get across when you’re on the phone with a customer! Practice saying “Let me check on that for you” instead.

Celebrate birthdays

Acknowledging your customer’s birthdays is a surefire way to make them feel valued and appreciated. Ask your customers for your birthday as they sign up for your mailing list, then send them an email with a promo code for a free gift or a discount right before their special day.

Be clear about your policies

Your customers aren’t mind-readers – if you don’t let them know, they have no idea about how long shipping should take, where you ship to, or under what circumstances you accept returns. Be sure your shipping and returns policies are clearly stated on your website to avoid confusion. It’ll answer some questions before they’re ever even asked!

Honor your promises

Your customers need to know that they can trust your boutique to deliver the value it promises. Stick to the shipping and return policies you have listed on your website (unless you choose to go above and beyond them, of course!) Honor coupons and discount codes for as long as you said you would. Post any giveaway winners publicly in your stories. Trust is key!

Acknowledge frequent customers…

Let your return customers know how much you appreciate them! Whether you throw a quick handwritten thank-you note into their next order or you offer a discount code that’s good for their next purchase, it’ll definitely make them want to keep coming back.

But make sure new customers feel the love, too!

It’s a big leap to order from a company you’ve never purchased anything from before – make sure new customers feel super welcome. Acknowledge new customers by offering free shipping on their first order, sending a promo code when they sign up for your mailing list, or even sending a quick thank-you email for taking a chance on your shop.

Be transparent

Running a business is tough, and sometimes extenuating circumstances make it even tougher. Be open with your customers about the hurdles you’re currently going through, especially if it will affect shipping times or restock dates.

Sincerely apologize

We all make mistakes – especially when we’re doing huge, crazy difficult things like running a business. If you’ve made a mistake on a customer’s order, own your error, sincerely apologize, and do whatever it takes to make things right. It’s much more professional than shrugging off responsibility or blaming someone else. (Bonus points if you reach out and own up to it before the customer even notices!)

Make it easy to get in touch

Have you ever sent an email to a company’s customer service team… and then never heard anything back? Yeah, that’s the worst. Don’t be that company. Let your customers know the best way to reach you, whether it’s through Instagram DMs, email, or over the phone. If you want to go the extra mile, include a live chat feature on your website that’s available 24/7. (Also, word of advice: if you have a contact form on your website, make sure to check it every so often!)

Offer self-help customer service

If your customers can find their own answers to their questions, it makes their lives easier AND your life easier. Include a comprehensive FAQ page on your website that answers common questions about shipping, sales, returns, and more. For more complicated questions, you might want to write up an entire blog post to give your customers more information. Just be sure your customers still know that they can reach out to you with any questions they can’t find the answers to.

Plan for the holidays

Here’s a hot tip: over the holidays, things get BUSY. Even if you usually don’t have very many people blowing up your inbox about shipping questions, there’s a very good chance you will during the holidays. Make sure you’re prepared with multiple customer service reps helping respond to questions (if need be) and detailed holiday shipping info displayed on your website and social media pages.

Respond quickly

Make it a goal to respond to all customer emails within 48 hours whenever possible. No matter how busy you are, customers want to feel like their concerns and questions are a top priority. As for Instagram DMs, Facebook messages, and comments, try and get in a habit of responding to those right when you see them. (Your customers will like that and so will the algorithm!)

Hire the right people

If you’ve only recently opened your boutique business, you might be the only person your customers ever interact with. But as you grow and add more people to your team, make sure they’re people who are kind, friendly, and pleasant to interact with. Nobody’s perfect, but a positive attitude can make all the difference.

Be polite

Pretend you’re at the dinner table with your strict aunt – say lots of pleases and thank yous. Not only is it common courtesy, but it’s also good business. It’ll also help you still sound friendly and polite even when you’re communicating via messenger or text.

Set clear expectations

Sorry, but you’re not superwoman. When your customers approach you asking when they can buy an item you aren’t planning on restocking, or when they ask if you can make sure the package, they just ordered gets to them by tomorrow, sometimes you just can’t give them the answer they were hoping for. Be realistic in your responses and don’t make promises you can’t keep. Setting clear expectations is also helpful in responding to emails – sending an automated email letting a customer know when they can expect a response is also helpful, even if they were initially hoping for a reply right away.

Be human

There isn’t a robot at the other end of all of those incoming customer emails – it’s bright, bubbly, sparkly you! Don’t be afraid to infuse your communications with your genuine personality. Strike up a conversation with a customer on the phone, ask about their day, say “top of the morning to ya” instead of “hello” when you feel like it. It’ll help forge a relationship with your customers!

Offer suggestions

Have you ever asked a waiter what you should order, only for them to respond, “I love everything on the menu equally!” Yeah, that’s not helpful – don’t be like that guy. When your customers ask for your opinion, politely give it. You’re the real expert on the products you carry – use your insider knowledge to guide your customers to the right decision for them.

Create Your Free Wholesale Account Today

Joseph Heller
Joseph Heller, small businesses expert and CEO of Supplied!

360 with Integrity

To kickoff the holiday season, 360 Magazine launched its very own collection of bottles, stemware, and glasses in collaboration with Integrity Bottles. The bottles are sand-carved by hand with the 360 logo, painted, and etched with our trademark in either deep etch (no color), silver, or gold. The collection features seven products.

At 360 Magazine, drinks are taken seriously. The magazine’s Spirits section pays homage to celebrity and libation culture. There, 360 celebrates new drinks, like the JAJA-peño Margarita and D’USSE’s exclusive cocktail, beers, like the Coconut Coffee Stout, and wine-tasting events, like those which take place at Benovia Winery. Thus, 360 knows the value of nice glassware.

Two of the seven products are decanters, fit to hold and present your scotch, vodka, tequila, gin, or rum. The first product shown on the 360 x Integrity Bottles’ webpage is the 360 Magazine Refillable Capital Decanter. This is 750 ML and retails for $69.99. The second, which is the 360 Magazine Refillable Diamond Decanter, is also 750 ML and retails for the same price as its sister product.

Another option in this collection is the 360 Magazine Refillable Liberty Bottle. Like the previous two decanters, this one is 750 ML. It retails for $49.99.

There are four glassware options for buyers. For fervent wine-lovers, this collection includes a stemless wine glass. The wine glass is priced from $19.99. Particularly for those who prefer to drink whiskey, the 360 Magazine Whiskey Rocks Glass is ready and waiting. It is 10 ounces and retails for $19.99. Beer drinkers have two options as well. The collection offers a 16 ounce beer/pint glass that retails for $19.99 for the first option and a gibraltar beer mug, which retails for $29.99.

As the holiday season approaches, a gift from the collection would surely not disappoint.

Integrity Bottles is a small business that started amongst friends. The shop then transitioned to Etsy and then to its own online site. Now, Integrity Bottles has sold more than 3,200 bottles, and earned 265 5-star reviews. They offer customizable glassware, water bottles, accessories, and free domestic shipping for orders over $50. The company is run by military veterans and former law enforcement.

Use the code “360MAG20” for 20% of your first purchase of glassware from the 360 Magazine collection. Also, the code “GIVEBACK” will save you 5% on a separate order, not limited to the 360 Magazine collection.