Another 25 Ways to Be a More Customer-Focused Retailer

Here are 25 more ways to be a more customer-focused retailer. When you let your customers know that you appreciate them, they'll show you that they appreciate you.

1. Never blame the company for a policy or decision.

2. When a customer says "Thank you," say "You're welcome."

3. Add "It's my pleasure" after you say "You're welcome."

4. Provide written details of frequently asked questions.

5. Don't coach or reprimand an employee in a customer's presence.

6. If you're on the phone with a customer and you absolutely must put him on hold, tell him approximately how long he will have to wait.

7. Don't interrupt an employee with a customer unless it's extremely important.

8. Create a children's craft area in your store so the kids can create art while their parents shop.

9. Give your customer your undivided attention when she is talking. Everything else can wait.

10. Accept responsibility when the store has made a mistake.

11. Offer free drinks to the customer. Don't offer coffee that is over 2 hours strong.

12. Empathize with upset customers. Say you're sorry.

13. Give a free gift for no reason.

14. Have the owner personally call a high-ticket customer and thank her for her purchase if the sale was made by another staff member.

15. Loan books and other resources at no charge.

16. Ship a replacement product to a customer with a defective product before you receive the original back.

17. Open the doors early when the customers are waiting outside.

18. Have seating for customers and offer to bring them product to look at.

19. If you're busy and a customer is waiting for help give him an estimate of how long they'll have to wait for someone to help them.

20. Stop cleaning and doing busy work when a customer is in the store.

21. Partner with restaurants and other stores to offer exclusive discounts and offers to your customers. (A win-win-win. The other company gets incremental revenue, your customer saves money, and you're the nice person doing it for both of them.)

22. Happily take returned products back even if you're not happy. If you have to give a customer a refund, end the conversation with, "I'm sorry this product didn't meet your needs but we'd welcome the chance to serve you again."

23. If you have to walk away from the customer to go to the backroom or counter tell her what you are doing.

24. Non-mall stores can add seating in front of their store and then offer drinks to those who sit there.

25. Always thank as many customers as you can for coming into the store and invite them back.

26. Always go above and beyond for every customer.