Why I Dread Local Shopping
“I hate to go to market to shop”. But she doesn’t listen.
Never fond of local shopping at all because of the traffic. Why buy when you can order on Amazon.
My wife loves visiting local shops. I think it is because she doesn’t have to drive.
We had to buy a gift for my daughters friend whose birthday was coming.
For a change this time, I observe the shopkeeper.
My wife and daughter discuss “lets consider gifting a bag”. And the shopkeeper is immediately near the rack of bags with his stool. Pulls out a few options and quickly brings to us.
We discuss “How about a fancy cup”. We are discussing and he is already bringing us options of cups.
He is listening like Alexa. He has his ears and attention on us. Fully engaged.
This is art. He was very fast. The lesson in understanding customer needs and having an ear, on display at a local shop.
Why I am telling you this is because companies lose clients when they stop understanding their needs. How can you then deliver any value.
Surveys have shown that the companies with high NPS scores had the following characteristics:
1️⃣ Clients don’t want to repeat information shared in the initial interaction
2️⃣ Clients love a high responsiveness rate/immediate answers from their initial interaction.
3️⃣ Clients want personalized attention and products recommendations
Having an ear is what keeps the local shop in business in front of the online competition. And my wife as a promoter getting me to drive through traffic.