There’s always a line at the customer service counter in my local supermarket. And whenever I walk past, I usually hear the words “rain check.”
And then I see a smile.
Doesn’t matter if it’s a senior citizen, parents of young children, or a business person dashing in for a quick purchase. In this economy, everyone is looking to save money, and if a customer hurried in for a deal only to find the merchandise out of stock, they are surely unhappy. That same consumer is soon pacified, when their coupon or discount is being honored, turning frustration to satisfaction.
Supermarkets aren’t the only place providing make-goods on special items. I recently received a letter in the mail from a big box store, apologizing for a product that, according to the note, “may not have met our highest standards of quality.” I was assured this was not a food safety issue; the company simply wanted to make me aware of the situation and attached a gift card for the amount the item originally cost.
I plan to go back.
You don’t have to be a large business to remember your customers’ needs and feelings. Every savvy entrepreneur knows that their clients’ happiness will lead to more sales. Additionally, your acts of kindness and consideration will be spread around town as customers share their experience with friends and family.
So, the next time you run a special at your establishment with limited items, whether it’s food and beverages, merchandise, or a limited time offer of specific services, consider providing a rain check or make-good for future business.
And before the sale begins, prepare your employees for customer concerns, including the following strategies:
- Share sale information beforehand: Alert your employees of the products and services being promoted and any extenuating circumstances (such as time constraints or limited merchandise).
- Prepare solutions for the anticipated frustrated customers: Provide rain checks or make good information ahead of time so your staff will have information at the ready.
- Don’t forget the details: Make staff aware of any expiration dates on the rain check vouchers, if applicable.
We’re always right here with solutions for all your financial needs. Call Biz2Credit at (800) 200-5678, or visit www.biz2credit.com.