Micro market grand openings are a great opportunity for operators and vending company staff to meet face to face with customers and bring life back into the breakroom. They are also a good way to support customers who have questions on how to use the kiosk, help users sign up for a stored value account and educate them about the great features of a micro market. But just because the lights turn off and the grand opening ends doesn't mean employees’ questions stop. And it certainly doesn’t mean that the customer support ends, either.
The most successful vending and micro market operators emphasize the importance of great customer service in their business model and motto, because they know that they would not exist without the customer. Great customer service means not only providing a service that exceeds customer expectations, but also knowing how to respond to and resolve issues.
Long after the excitement of the micro market opening and installation are over, operators still can keep the momentum of sales and customer engagement going by ensuring they are providing the highest level of customer service.
Tip 1: Be visible, even when you’re not
At micro market grand openings, operators can introduce themselves, shake hands and learn the names of their customers. But more importantly, the customers learn the names of the operator and the market support staff. Keep the personalization alive even after the grand opening is over by maintaining visibility in other ways. Simple things can go a long way, such as tidying up the micro market space every time the route driver goes through, offering promotions at the point of sale or rewarding loyal buyers. Micro market backend systems allow the operator to see his or her most loyal customers, so it would be easy to remotely give a $10 bonus as a “thank you”. Salesforce reports that 70 percent of buying experiences are influenced by how the customer feels they are treated, and if they are treated like they are an asset, then there is a greater chance they will continue coming back.
Tip 2: Make contact easy
Not every micro market experience can be flawless, and that’s where customer service becomes most important. When a problem arises, make sure there is an easy way for the customer to contact you. Put a visible email address where questions can be sent near the point-of-sale or let it be known that customers can ask questions or make product recommendations at the kiosk. Nearly 45 percent of customers abandon their online shopping cart when they can’t find an answer to their question, according to Salesforce—don’t let that be your customer at the micro market kiosk.
Tip 3: Host a showcase
A story is spread through a memorable experience, Micah Solomon wrote in Forbes. “Don’t just be good,” he recommends, “be memorably good.” Create a reason to get face-to-face with the customers even after the grand opening. Host a showcase twice a year or so at each micro market location where vending support staff can answer any questions, showcase new products and take requests for ways to improve the market. The showcase need only last a few hours and can be a refreshing way to draw attention to the market.
