Yes you may already know the point-to be friend of your customer. To be a friend of customers, make a breakthrough in emotion, profession and service, solve customers’ problems 100% and make a deal with intention customers 100%.
Standing in the customer’s point of view, to solve the customer’s problem, the customer will regard the store as a VIP. Customers buy services is to buy a feeling, while shops sell services is to sell interests. Through professional technology, service and emotional communication, customers can feel that consumption in the store is a feeling of happiness, and such customers will have a high loyalty.
Then, how to become friends with customers let the store becomes the customer’s VIP?
- Transpositional consideration and regard customers as friends
In practical work, eyelash shops need to maintain the awareness and habit of addressing customers’ needs, and provide customers with professional technologies and high-quality services. Eyelash artists need to change the “task” in their mind into “help”, treat customers as friends, and enthusiastically, thoughtfully and fully solve the problems raised by customers in the process of service and sales.
When helping customers solve these problems, customers will have more trust in the store, and more purchase desire and referral.
For prospective customers, when introduce member cards or other items, you need to do the following three things:
1) After customers make purchase decisions, they should pay attention to the conversion efficiency.
For example, the second time the customer to the shop after the eyelash is still satisfied to buy a $500 card, before payment she found her cash is not enough and didn’t take a bank card. Be sure to ask the customer to pay a deposit of $100 in advance, otherwise the customer may not want to apply for a card the next time when they come to the store.
2) Keep communication with customers at any time, so that customers feel our sincerity
Before and after the customer pay for the card, do not appear obvious attitude change, still must adhere to the warm service and communication. In general, eyelash artists may neglect the service process after customers buy the card, and some customers may return the card.
3) After customers buy the card, they should maintain their enthusiasm for work
For the old members of the store, especially those who may buy the card for half a year or more, the lash artists should not think that the service is not positive or enthusiastic if the customer does not have more consumption potential.
On the one hand, customers may want to renew their cards after six months.
On the other hand, customers have experienced excellent service in the past six months, and they will be willing to share the store with their friends.
- Solve customers’ practical problems
Lash artists’ technology is also unstable, may be the technique, may be eyelash glue……When the customers’ grafted eyelashes appear sticky, crooked root, or the shape is not good, or the eyes are red and swollen, the store should try its best to help customers solve the problem. For example, customers did not follow the nine points for attention after grafting, and their eyelash extensions fell off because they habitually washed their faces that night and adhered to water, or they habitually used an eye mask when they went to bed at night, resulting in deformation of eyelashes and other common problems. The store should explain the reason to the customer in the first time and guide the customer to solve the problem.
If the result is caused by the customer’s own reasons, the store can consider charging or free, which needs to be considered comprehensively according to the customer’s consumption situation and the store’s own cost.
If the result is caused by the lash technician of the store, the store must apologize first and arrange free repair as soon as possible.
Regardless of the reasons of the store, or the customer’s own reasons, we must solve the actual problems for customers in the first time. In this way, customers will appreciate the efforts of the store and leave full gratitude and trust.
Our Lash is one of the best lash suppliers who pay much attention to after services.
- Provide customers with new ideas to solve problems
The customer may come with a picture and ask the lash artist if he can do it in this style. However, according to the experience of the lash technician in the store, the shape on the picture is not suitable for the customer. The style may not be able to be made by oneself or the hand shape is not suitable for the customer.
So, at this time, it is necessary to put forward new ideas to solve the problem for the customer. As mentioned above, it may suggest the customer to try cute eyelashes according to her eye type, or recommend a different kind of lash style that the lash artists are good at.
“To solve the problem, the most important thing is to get the trust of customers. Only with full trust of customers, the transaction rate can be continuously improved, and the transaction rate of intention customers can even reach 100%.
