How To Make A Personal Connection With Your Customers In A Contactless Culture

Personal connection in contactless culture

It is paramount for small businesses to keep up with the evolving beast of online shopping. Many people today are looking for an easy and convenient way to buy all kinds of products without having to go into a store or interact with others. The age old saying “the customer is always right” remains true. The challenge for business owners today is trying to find the balance between convenience and connection. Here are several ways to help you make the best of both. 

Electronic lockers: Making deliveries and pickups easy

A smooth and easy purchase is the name of the game today. If your product is easier to buy and pick up than your competition, you may find yourself beating them out. Having a fast and reliable delivery service is important. 

If you aren’t selling on Amazon, using companies like UPS or FedEx will ensure that your product gets delivered on time. But what about pickup orders? Walking into a storefront and anxiously asking the person behind the counter for your order may discourage some from coming back to buy again. 

Consider a contactless pickup system, like electronic lockers, that allows your customers to safely and easily get your product. This also frees up the time for you and your employees to work with other customers who might be in your store. 

Send a personalized letter of email 

One of the best ways to advertise easily is through email. But are you taking full advantage of snail mail marketing? You may think sending a letter is outdated, but the statistics on physical mail show that using it wisely can become a powerful tool to increase your sales. 

Email is still a powerful tool as well. You can offer rewards or special digital offers through email that encourage potential customers to buy your product. To make this more personal, try to avoid using stock templates. Use your customer’s name, thank them personally for their order, make it clear they are more than just a dollar sign to you.  

Remember details 

An often overlooked tip for making personal connections is remembering details about your customers. Did someone tell you in conversation about a significant life event like an engagement, buying a house, or the birth of a child? Remembering those details in your letters and emails can let your customers know you care

Consider sending a special coupon or even a personal gift to celebrate with them. The little things do matter and could make a one-time customer into a returning customer. 

Have a grace period for returns

Having a return policy communicates to the buyer that you have a level of understanding for them. Having grace for your customers tells them that you are a business they can trust and rely on. 

You may be tempted to have a very strict return policy, but studies of customer psychology show that faster return policies, on average, cause more returns. It is still wise to protect yourself and not let customers take advantage of you by constantly returning products but consider updating your rules or even making them more complex, like having different policies for different items.

For small businesses especially, having a personal touch can put you ahead of the big box stores. Use these tips and help yourself connect with your customers better. 

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