Customer support and expansion strategies of my business

Welcome to my blog! Today I will b writing about how I how treat my customers to help grow my business and plans to expand my business.
Let first talk about customers support. 👇

Customer's support

In my line of business, which is managing a grocery business showing customer support through empathy, apologies, and diagnosis is very important.

Now, let talk about each of them and see how it works.

Empathy:

Empathy involved listening actively to your customers' concerns as they are expressing themselves about a particular good or what they feel about the business. Paying undevided attention
to them will make them see that you care and understand how they will. They will be relaxed and relate freely with you and refer more customers to you rather than tagging you as being rude .
Empathy will move us to always offer a solution to their complaint.

My experience

Customer: Please ma, the egg I bought from you, one out of the four, got spoilt.

Me: Oh, I am so sorry about that. It is so disappointing I will give you a replacement.

Customer: Thank you so much, ma. I really appreciate it. That is why I like buying from you.

The customer in this my experience was so happy and expressed that she will constantly buy from me since she has not experienced that before from my egg.

Source

Empathy here works wonders for me by making sure that I don't lose customers by being rude.

Apologies:

Let see how apologies can also help us in our business.

Give a sincere apology for any inconvenience the customer faces, and try to take responsibility for the mistake by admitting it and then offer compensation while trying to prevent such from happening in the future.

Source

A sincere apology to my customer in my experience above calmed her heart and she has been seriously patronising me up till now.

Diagnosis:

Diagnoses works wonders too in business, and this I do by asking questions to clarify issues and gather more information.

Business owners and staff ned to be trained on empathy and in resolving conflict.
In my business, I respond promptly to customers' inquiries and personalized my interactions with them while showing personal interest.

I am always transparent about my company's policies and the procedures that I follow by making some explanations to my customers.

By implementing these strategies, I have been able to demonstrate empathy, apologies, and diagnosis in my grocery business.

Professional hiring,

If I have an increasing business and need more staff in the future, my hiring plan will be like this;

Pre-Hiring Preparation: I will establish a recurring team, update job descriptions and requirements and as well define my business cultures and values.

Recruitment Strategies: I will pay more attention to internal referrals, if not found, I will publicise it in my social media handles and optional contacts recruitment agencies if I can't find suitable staff for my business.

Interview Process: I will start the interview by doing some initial screening through phone calls and hear how the person responds to calls that are business related without letting him or her know that it is an interview.
I will later proceed to an in person interview by checking behaviours and his or her skills as well as experience in my line of business.

Selection and Onboarding: I will run a background check on the person, offer some training, orientation, and as well as a comprehensive onboarding program.

Post-Hiring Evaluation: I will carefully monitor the new staff's performance and also relate with customers for feedback.

Those are the strategic and well structured plans I would like to follow in the future when I am about to start hiring staff.
I know that when I hire staff, it will relief me of the workload I am facing now, and I will be able to expand more and more.

My Expansion plans

I know very well that an expansion plan is very important for the business that is targeting growth in the future, and as such, I have my plans of which I am going to share with you all here:

Market Expansion I will start by geographical expansion, and this will mean entering new markets, countries, and regions, and not just that, I will introduce new products and services to target new customers.

My experience: I have just introduce selling of stationery into my groceries business and this has really moved and more customers are flogging into my store because we are in a new school session where all students and pupils are using new books and writing materials.

Strategic Partnerships: I would like to collaborate and partner with some complimentary business and co-invest in any new opportunities that are promising.

Digital Expansion

To achieve digital expansion, I will make use of an e-commerce platform, use digital marketing strategies, and make myself and the product visible in social media like Facebook, Instagram, Twitter, and WhatsApp.

Source

Financial Expansion

Here, I will source for more money to add to my business, and this can be gotten through grants, equity, and loan.

Thank you for reading my article and see you in the following article.

I am @udyliciouz