Hate to Wait: Why A Delay in Service May Cost You Local Shoppers

HATE TO WATT WHY A DELAY IN SERVICE MAY COST YOU LOCAL SHOPPERS To keep local shoppers coming back, retailers must provide more than exceptional service. According to a new survey they should also make it quick. We take a look at just how much local shoppers hate to wait, and what they expect from their local businesses. SHOPPERS RATE THEIR BIGGEST PET PEEVES Surveyed participants named what bothered them most about their local retailers: The Local Store $$$$! Rude staff Waiting Overcharging SHOPPERS ADORESS APPROPRIATE WAIT TIME Nearly all respondents felt a few minutes of waiting for service was appropriate, but agreed a local business should keep the wait time to a minimum. 76 percent of respondents said a wait any longer than 5 to 10 minutes at a retail business is unreasonable. 94% 76%{ 94 percent said a reasonable amount of time to wait at a retail business is 5 to 10 minutes or less. IF LONGER THAN 15 MINUTES, SHOPPERS ARE NOT HAPPY Respondents had strong feelings about local businesses with customer service wait time exceeding 15 minutes. It shows bad customer service and a lack of respect for their 63% customers' time. Customers take their 52% business elsewhere. Customers assume the business is 48% badly managed and not well run. 20 40 60 80 100 Over half of shoppers indicated they would no longer engage with a local business if they had to wait more than 15 minutes. } APPEASING LOCAL SHOPPERS Savvy shoppers reveal they are ready to utilize technology and online capabilities for better service. DOWNLOADING STATUS 87 percent of respondents said they would use a technology that kept them from waiting in line at a 66% retail store if it saved them 15 minutes of waiting. 87% 2 out of 3 respondents said they would use an online check-in or download an app if it would save their place in line at a local business. TIPS FOR LOCAL RETAILERS While prompt service isn't always possible, retailers can utilize technology and an online presence to keep local shoppers happy. Online Visibility Social Media Reward System Flexibility LIKE US! The FOLLOW US! Local Store PIN US! PICK UP Having a strong presence online creates another avenue for customers to find your business. Promoting your business via social media gives your customer the opportunity to contact you directly and in real time. Implementing a reward system or other viable incentives builds loyalty and keeps your local shoppers coming back. Investing in new technology allows your shoppers the convenience of buying an item online or on their phone and then picking it up in store. Milo A SOURCES: GREATCLIPS.COM PARAMUSPOST.COM D: