Going Above Beyond Providing Value Added Services to

Going Above & Beyond Providing Value Added Services to Your Customers

Why Go Above & Beyond? 1. Gain a Competitive Advantage over: • Online / Worldwide Competitors • Big Box Stores • Other Small Businesses 2. Create loyalty 3. Generate new marketing opportunities

The Basics of Most Successful Businesses 1. Knowledge 2. Customer service 3. Convenience (location & accessibility) 4. Quality products and/or services How can you Add Value?

Add Value 1. During the shopping experience 2. At purchase 3. After purchase 4. Ongoing

Add Value During the shopping experience

Add Value During the shopping experience Make your shopper comfortable • Offer water, tea & coffee • Have food available (If lengthy shopping experience) • Comfortable seating / massage chairs • Entertainment - magazines/books/TV • Children’s play area / childcare services

Add Value During the shopping experience Make it easy to compare products • Wi-Fi for Smart Phones • Competitor catalogues / Other information • Product Samples / Demonstrations / Stories & Testimonials (Humanize the experience) Make it easy to shop • Provide baskets/bags/carts • Provide walkers, strollers, wagons, scooters • Clear signage, wide aisles • Free convenience parking / valet

Add Value At purchase

Add Value At purchase Give bonus items • Product samples • Offer add-on services at a discount • Candy / Chocolate • % discount when a client spends over $x • Free gift with purchase over $x • Validate parking / pay back parking • Donate a % of their purchase to charity

Add Value At purchase Niceties • Free gift wrapping • Product instructions • Forgetful forgiveness (For clients who forget their wallet) Loyalty Programs • Discount cards (% off next purchase) • Loyalty cards (Buy 5 get the 6 th free) • Point systems (Purchase items on points)

Add Value After purchase

Add Value After purchase Niceties • Carry out service • Free shipping / delivery • Have umbrellas available • Package items in a reusable bag • Offer installation at a discount • Say thank you – personal emails

Add Value Ongoing

Add Value Ongoing Maintain an online relationship • Manage an email list and send out E-Newsletters with information & promotions • Have an active social media presence and interact with your clients • Run contests • Blog

Add Value Ongoing Show you care • Support charities • Go green • Be socially responsible