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QX | Dealer Customer Service Program MODULE 3

You’re Getting the Customers

in the Door – Now What?

Ways to create a memorable experience

Once you have attracted customers to your store, the next step is creating a memorable shopping experience.

The store’s appearance, the appearance of the staff, responsiveness to greeting customers, helpfulness and

overall tone go a long way toward creating a customer’s opinion of your business.

This is an area where many HME businesses struggle. The following simple hints and guidelines will help you

evoke an emotional response in customers and keep them coming back time and time again.

Set the mood with your windows

Change your window displays at least every two months. Keep the design simple but welcoming. If you are not

a graphic designer, consider hiring one or ﬁ nd a college design student who could use your window display as

a school project. Consider themes each season and promote products as a bundle. Spring is about mobility,

so focus on products that get customers moving, such as wheelchairs and walkers. Summer represents the

freedom to explore and travel – the perfect opportunity to promote protective underwear. Fall could be focused

on respiratory products. And winter holidays are always a good time to offer fun discounts and promotions.

Intangibles deal with the human

side of an organization

Service is intangible

They include human emotions, behaviors, understanding,

feelings and perceptions

Visual space or atmosphere create

the store’s tone of voice

Facilities are tangible

These evoke an emotional response in

a customer and inﬂ uence loyalty

3. 11 Key Customer Loyalty Trends for 2011. Business 2 Community website. Available at: http//www.business2community.com/trends-

news/11-key-customer-loyalty-trends-for-2011-03414. Accessed August 25, 2011.

DidYouKnow?

Behavioral economists state economic decision-making

is 70% emotional and 30% rational.