By George Anderson
What is the difference between successful retail operations and those that fall by the wayside?
The 2005 Canadian Gift and Tablewares Association's (CGTA) Retailer of the Year, Elliott & Company, would tell you it is customer loyalty.
The lifestyle store founded in 1987 by Mark and Krys Elliott and located in St. Catherines, Ontario has a check list for making its customers feel at home with the retailer.
- Greet customers with a smile when they come into the store.
- Get to know your customers personally. Find out what they like and dislike so that you can better serve them.
- Give customers space. Offer help but don't follow them around the store.
- Inform and educate consumers on new products rather than trying to sell them.
- Offer free wrapping on every purchase.
- Stand behind products and accept returns, no questions asked.
- Deliver oversized merchandise locally for free.
- Thank customers for shopping with you with words and additional customized services for free or at a generous discount.
Moderator's Comment: Do you think there are lessons for other retailers in Elliott & Company's list for winning customer loyalty? What is your list for winning customer loyalty? - George Anderson - Moderator