What Stratford upon Avon Teaches About Marketing
January 29, 2013
I recently visited Stratford upon Avon and learnt a lot about marketing and Customer Care.
OK , so some of it wasn’t new but what I observed did reinforce a lot of what I teach others every day. Stratford, with its Shakespearean connections, is a tourist centre so is busy all year around with tourists coming from over 200 countries. So you could argue it doesn’t have to try too hard to satisfy visitors as many will never return anyway. But Stratford businesses seem not to think like that.
What i encountered was some of the best customer service I’ve seen in the UK, or anywhere else, for years. Shop staff were very friendly and helpful and this was remarkable as it is so lacking in many places. Of course it should be standard for any business. After all a smile costs nothing but can win a sale!
The staff in the Stratford shops smiled a lot. When I payed for items they asked if I had found everything I was after and when, in one shop I said no, sent someone to find the item I wanted. that cost them nothing but resulted in another sale for them. It is a bit like McDonalds “Do you want fries with that” question. It costs nothing but increases sales.
Now I’m not a lover of fast food or fast coffee but Stratford didn’t disappoint here either. Learn more about that this on my post entitled How Coffee Shops Can Sell More and Make More Profit.
My trip to Stratford was made on a cold but sunny winter day when the number of tourists was low … but I did see one group of at least 100 Chinese people and wondered how much they spent locally. The great thing is Stratford recognised that keeping tourists and locals happy is the key to profit and that it doesn’t cost anything but courtesy to achieve this.
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