Sounds obvious doesn’t it? Nobody would want to make it difficult or complex for their customers to buy their product or service (or book their venue) yet it happens.
In an ‘Amazon Prime /instant/ want it now’ world we need to work extra hard to give our potential customers an enjoyable way to buy and to keep it simple and easy.
This is slightly a rant of a feature (but if you can’t have the occasional rant having survived 2020 when can you?). It’s based on the customer experience I had recently in trying to buy a new front door for our house where the company’s sales & service process almost lost my sale.
I’m sharing this so that you revisit the steps your wedding venue or wedding business takes and just check they are customer friendly and easy peasy so you’re not loosing sales:
Making an enquiry/booking for a design appointment – there was no online option for this through this company’s website nor explanation of what that appointment would entail – as a result it took several phone calls and voicemails playing phone tag to get that booked in – could have been done so much more easily. How many clients do they loose by not giving customers an online calendar to book in at a chosen time, reschedule, reconfirm etc?
– Contract signing – no electronic contract signing process was available. Yawn. I mean who has a printer to hand and wants to print and scan a signature and/or be posting things? Not me and I’m 45 years old. A 30 year old couple due to be married? Never. Too time consuming and ultimately slows down agreeing a sale and getting funds in – and cash flow is key especially in a Covid-world
– Customer communications – there were a couple of design details to recheck re: our front door. A new team member we hadn’t spoken to before left a voicemail instead of email. OK, so no problem, I do see the benefits of phone but it’s really not that convenient for me whilst juggling business commitments and home schooling. The problem was I was not given an alternative method of contact but to call back. Painful. Personally if he’d left an email address, I would have chosen to email back to arrange and communicate in this way. My message here is that the customer comes first and it’s important to respect their chosen method of communication if you want to do business with them. Give them options so they can choose to reach you in different ways, so for example on your e signature, give them a link to your online diary, your landline number or even a WhatsApp number if that’s an option you’ll consider. It doesn’t mean you have to be available 24/7. You can (and should still set boundaries), but you need to keep the channels open to keep the sales flowing. …
Lets hope the front door is worth it ….
#customerrisking #customerservice #salesprocess #simplesales #effectiveselling #customerfirst