Sell, sell, sell is the motto of most lighting retailers. While this may bode well for their sales it does nothing to encourage a positive customer relationship or foster customer loyalty. Unfortunately in the online retailing world, there are many retailers that feel that operating online gives them the right to operate with ambiguity and indecisiveness in their customer service. There are however, a select few retailers of ceiling lights and outdoor lighting fixtures that are approaching the industry in a ‘new light,’ so to speak. This new way of doing business is really a revolution in the industry and it stems from a basic philosophy; care about every order, every time, not just the customers who have ordered more than once.
A quality retailer knows that every pendant lighting order is a chance to build a new long-term relationship with a customer. Perform well on the pendant light sale and watch as they come back and order a crystal chandelier the next month. Ignore a new customer’s concerns on the first order and they won’t be back to shop with you again.
The lighting business is one in which price competition is difficult and in many instances price differentiation is very limited and inflexible. The real difference in lighting retailers comes in the form of quality and responsive customer service. This level of customer service involves offering advice and lighting solutions for those who are in need. It continues with reliable and expedient order fulfillment and is finished with a commitment to post-purchase satisfaction. Getting these right means a satisfied customer who will return for their next crystal chandelier or outdoor wall light for their new yard.
On your next light purchase, look for a retailer who has a solid commitment to customer service and satisfaction, through all stages of the ordering process.
No comments:
Post a Comment