How To Manage Your VIP Customers?

As the saying goes, everything is difficult at the beginning.

Just like opening

In the daily store operation, the store manager should remind employees repeatedly to pay attention to customer service, and discuss the customer satisfaction with the examples at the staff meeting.

We should solicit feedback from customers and take customer satisfaction as part of employee performance evaluation.

Clear the corresponding expectations and minimum customer service standards, and specific in place.

Look at your shop from a customer's point of view.

When the shop is going to do a customer opinion survey, first make up a copy of it by yourself or staff.

Is there a list of questions that the clerks think is irrelevant? Does it relate to people's habit of evading questions, whether they can achieve the purpose of your investigation? To invite customers to speak at a store meeting, and to listen to the true opinions from customers is more effective than showing them.

In order to build customer loyalty, we also need to readjust our customers' expectations of outstanding service quality.

That is to say, we should not only satisfy expectations, but also exceed expectations. We need to provide a unique product or service that can be remembered.

Once it is possible, individualization and even customization services will create a partnership between customers and franchised stores.

First, hold VIP meetings as much as possible in one year: there is communication between customers and customers, and there is information exchange. We should have a bridge to connect customers with customers and make them friends.

The theme of VIP gathering can be closely related to sales, and it can also be completely separated, such as "product recommendation", "fashion information", "parent-child education", "beautiful makeup" and other salon activities.

Second, VIP specific feedback activities: birthday feedback - except for birthday cards or small gifts, vip customers can enjoy 25% off benefits in the month when they shop on their birthdays; holiday returns such as mother's day, carnations and health care guidance on national day; designated product consumption feedback, such as sending gifts or discounts at designated cost.

Third, we can consult with the old customers: collect the VIP activities that they most expect us to do, such as implementing them without affecting the brand image, making suggestions feasible and without obvious conflict of interest.

Feel the same way and care about the clothes that customers buy.

First, respond at any time: before the customer leaves the shop, he must tell them again.

The matters needing attention and methods of storage should be assured that we will respond promptly to questions raised by them.

For example, issue the store's liaison card, tell the customer's name and phone number, so that customers can contact the store directly when there are problems.

Second, consumer return visit: after customers buy back, we have to call our customers at suitable time to ask customers whether there is any doubt about whether they like it, whether they are comfortable or not.

Third, consistent: we need to let customers know that we have not only high quality products, but also considerate, enthusiastic and careful service, regardless of pre-sale, sale and after-sales service.

A franchised store plays an effective display in the whole process of selling goods, smiles and attentive services, but pfers enthusiasm to other customers after sales. Then we will let customers feel deceived. Our aim is to sell, and then do not want to trust us again.

The service should be matched with the pre-sale and sale in order to achieve a harmony and perfection.

Actively establish channels of emotional contact with old customers.

First, emotional investment: establish Chr (34) self effect Chr (34).

Through frequent phone greetings, special care, mail sales advice cards and holiday or birthday cards, souvenirs, social networking, etc., to express concern for the old customers.

Small cards and simple information will become a Chr (34) tie Chr (34) that connects buyers and sellers. Good interpersonal relationships will make many customers willing to deal with us for a long time.

Second, care about the psychological feelings of customers: no one will refuse the concern of others, and no one will refuse the feeling in his heart.

Customers who come to shop after a rainy day ask whether they have umbrellas before going out and provide umbrellas when they receive an umbrella without any umbrellas, and urge that if they are caught in the rain, they must change their clothes in time.

After coming home, I send messages to customers who consume the same day, thank them for coming to support us on rainy days.

If we remember the customers, the customers will remember us.

Emotional link channels are:

First, it is appropriate to promote "customer maintenance month" or "old customer maintenance competition" in shops, so as to promote store staff's emphasis on customer maintenance.

Second, shops should set up an effective short message library, and send messages to old customers to focus on letting customers feel our concern for her.

Too commercial information will make customers resentment. Only friends like warm and loving information can make old customers moved.

1. holiday SMS: the focus of SMS is to give customers good wishes for holidays.

2. birthday message: the focus of SMS is to remind customers that today is her birthday, and wish customers happy and happy wishes.

3. season SMS: If winter reminds customers that the weather is cool, they should pay attention to clothing and diet.

Taboo refers to new products listed in the information.

4. contact information: customers who are out of sight for a long time can reveal our thoughts and remind our customers to take a rest.

It is best to give customers the most intimate shopping guide to send messages directly to customers.

Avoid a good language to ask customers if something has happened.

Third, make a detailed statistics of each employee's visits to the old customers and the number of emotional contacts, which is a basis for the evaluation of the staff's promotion level.

Promote staff to turn this job into routine work.

The following is for reference:

1. a customer who consumes more than 2000 yuan needs to call back after a week's purchase, asking if there is any doubt about customers' wearing feeling and washing.

If the customer is unable to answer the question, he must settle the time with the customer.

2. old customers

No matter how much money you buy, you need to send messages on the same day to thank the old customers for their love for the brand and their support for the store. Thank you for your new customers' recognition of the brand.

During the week, you need to call back to wear your clothes.

3. when customers spend a certain amount of money, send a thank-you note or a short message to thank customers for their love for the brand.

4. the customers who spend the highest amount of money each year can be brought back to visit by regional salesmen. Thank customers for their support over the past year and ask customers for suggestions on the brand.

5, return to collect the contents of the collection, regional management related to the unification of the regional processing, the company's pfer to the head office customer service department, unified by the company.