Learn your customers’ unspoken needs.Running a gift shop isn’t just about the pretty displays or friendly service — though both help! The secret to success is understanding what your customers want, even when they don’t say it out loud.
These unspoken needs are golden opportunities for you to make your shop stand out. By paying attention to subtle signals, you can anticipate problems, offer personalized touches, and create a memorable shopping experience for customers.
Be proactiveSmall business owners should not wait for complaints. Instead, they should look for patterns in customer behavior. If you notice people frequently picking up an item and putting it back, something’s off. Rather than waiting for feedback, engage with them.
Being proactive means tweaking displays, adding helpful signs or adjusting your offerings. These small changes make the shopping experience more comfortable and enjoyable for everyone.
"It’s been said that people don’t care how much you know until they know how much you care — so prove it to them."
Pay attention to what customers linger over and tailor your offerings accordingly. If you notice a growing demand for locally made items or eco-friendly products, lean into those items.
Going the extra mileKeep in mind that little “extras” really stick with people. It’s been said that people don’t care how much you know until they know how much you care — so prove it to them.
If you notice customers struggling to carry out fragile items or frequently asking for advice on gift pairings, that’s a sign to step in. Offering premium gift wrapping or creating pre-made gift bundles could solve their problems and elevate their experience.
Providing these small touches and others can make your customers feel cared for. By anticipating these unspoken needs, you not only improve their experience but also leave a lasting impression. When you meet these unspoken needs, your customers will become advocates for your gift shop and loyal patrons who keep coming back for more.
Tom Borg is a retail consultant, speaker and author of “True Small Business Brilliance.” Contact him at: 734-404-5909, tom@tomborg.com, www.tomborgconsulting.com
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