Your customers are the lifeblood of your bottom line financials. Protecting and servicing them at all costs should be what every franchise owner strives to achieve. During this edition of FranNet’s blog, we’re going to look into a few strategic tactics that you, as a franchise owner, can do to add value to the goods and services you provide.
First and foremost, value-added service defined is that little something extra you provide to keep customers remembering you and coming back on a regular basis. In many cases, it doesn’t even take much extra effort, but rather a desire to go the extra mile while making your establishment top-of-mind for repeat business. Here are a few tips you can implement to provide some value-added service of your own:
Within the confines of your small business or franchise, are you aware of your customers? Do you have regular visitors? Would you recognize new faces as they came in the door for a second or third time? Many small businesses and franchises have implemented some form of a loyalty program designed to keep customers engaged with a product or service. One fine example is the sub-shop staple of providing a punch card. Four sandwiches and the fifth is free. These days, businesses have even gone high-tech and embedded loyalty programs within mobile applications for smartphones. In what way might you create a loyalty system for purchases at your establishment?
Ask the Expert
How might you use your industry knowledge to educate your customers? For instance, if you owned a HandyPro franchise, could you host a class once a month in which you instruct customers on simple DIY projects around the home? The big chains such as Lowe’s and Home Depot have done this for years. The knowledge you retain from being an expert in your field could have multiple applications for your now and future customers. Share it with them from time to time!
Extra Credit Service
If you own a franchise or small business and you receive a larger than usual order for your goods or service, do you ring this up as a great day in business or would you like to express your appreciation? Perhaps it’s a door-to-door delivery or even a small discount. Just a little something encouraging to let your customer know that they’re appreciated.
Without crossing any inappropriate boundaries, there are other things that business owners can do to show their appreciation for their customers. Birthday and Thank You cards which include a short, handwritten missives are always welcome.
What you’re really looking for is just a small edge, to set your small business or franchise apart from the competition. Think about this—the same degree you depend upon your customers should be reflected back upon them in a value-added way. Don’t simply take things for granted, because your customers should mean the world to you. Just let them know it once and awhile.
Let’s chat! There’s a local FranNet consultant right in your market who knows that market inside and out – knows the personality of the market – knows the competitive landscape. FranNet has a great track record of assisting individuals on their path to entrepreneurship, and one of our franchise experts would love to provide you with guidance free of charge. Sound like something you might be interested in? Get started here and find your local consultant right now!