As I mentioned in the previous Blog, “Just saw it walking by” was the reason marked by the largest number of respondents (47%).
The next two most repeated responses to the question were: returning customer (37%) and learned from a friend or relative (18% word-of-mouth).
These second and third most common choices are basically responses to good customer service. If you like a business, you’ll come back again, and you’ll tell others about your positive experience.
Excellent customer service begins very simply with eye contact, a smile and a friendly “Hello.” Once someone feels welcome, they want to stay and look around. Most people appreciate this basic process of feeling welcomed.
Note: You may obtain a copy of this report by contacting Marc Esterly at the Langley Chamber of Commerce.