Whether you’re new to the appliance game or an old pro, you’re battling heavy competition all the time. Becoming an authority for appliance connection solutions can set your business apart and help you gain an advantage over your competitors.
Ultimately the goal is to get customers coming to your business over the big-box store down the road. Here are a few simple methods we think will help you build relationships with your customers so you can satisfy their needs, encourage future purchases and get a little word-of-mouth advertising along the way.
Offer Your Expertise
Don’t take for granted that customers are aware of all the potential dangers surrounding appliance ownership. All of the appliances you sell will come with a detailed manual, but many customers won’t take the time to read it thoroughly. Offering a simple, one-page maintenance guide with each appliance you sell is a great way to show your customers you care about them, their new purchases and their homes along with showing them you know your stuff. While in your store, be sure to talk with customers about dryer maintenance accessories, like the Gardus Dryer Vent Cleaning System that will allow them to effectively remove dangerous lint bulid-up in almost every type of dryer vent system. Or how about washer fill hoses? As an appliance professional, you know they can crack, or corrode over time but does your customer? Advise them to do an annual check and when they notice an issue, they can come to you to buy a Certified Washer Hose rather than deal with a flooded laundry area.
A simple maintenance sheet also is a great opportunity for you to reinforce your store name so be sure you include all of your contact information so your customer can contact you with their questions.
If your business does appliance repairs, why not consider offering a maintenance plan with extended warranties? People tend to remember yearly HVAC unit maintenance, but don’t always think about their other appliances. A simple yearly, or semiannual, checkup option to make sure everything is in working order can give your customers added peace of mind. Speaking of repairs–If you’re not in the business of repairs, do you have someone you can recommend? It’s understood that you’d probably rather sell that same customer a new washer instead of recommending a repairman, but the majority of consumers, in the long run, will likely respect your honesty and come to you when they’re ready to replace that appliance once it’s beyond cost-effective repair. Having a few professionals to recommend is a great way to win favor among your customers and potentially gain your referral business.
Follow Up With Customers
Some big-box stores don’t call customers after the fact to make sure they’re completely satisfied with a purchase and is precisely why you should make it standard protocol especially if your store performed the install. A quick phone call is all it takes to let a customer know you care about them and should there be an issue, you’re willing to fix it. After all, word of mouth is still the best form of advertising and nothing spreads faster than an unsatisfied customer.
Monitor Your Web Presence
According to a 2013 study by BrightLocal, 85 percent of consumers say they read online reviews for local businesses and 73 percent of consumers say positive customer reviews make them trust a business more. Even if your business doesn’t have a website, there’s some form of information about your business out there on Google, Yelp, Angie’s List, or somewhere else. Be sure to check out these types of sites to know what consumers are saying about your business. If you get a negative review, comment on it, but don’t argue. Follow up if you know where the review is coming from and fix the problem. And encourage your satisfied customers to leave positive reviews on these sites.
Trust Your Supplier
Having a supplier you can depend on is also an essential part of any business. The right suppliers will have the right products at the right price and ship them to you quickly and efficiently. When it comes to appliance accessories and connection parts, Petra is that supplier. Speak with your Petra sales rep today or checkout all of our appliance accessories here and order online 24/7.