Research at the Register: Waggin Train's Process
Steve and Jen Morrison of the Waggin Train Pet Store have clipboards at the register. Their salespeople ask first-time customers how they found out about the store, and they keep track of responses on the clipboard. Every few months, they send out a survey in their email newsletter, finding out what people like and dislike about th
e store, and also to find out what types of products or services customers want stocked.
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Poor customer experience starts in storeMember Comments
as far as comments on products or service we need to get better about getting out from behind the counter and interacting with our customers and creating a dialog. one of the things that helps is doing role plays with the staff on a regular basis and coaching them on how to converse with customers. most of the information we get from this is anecdotal, we don't capture it, but it can help to identify trends.” jackson t, miami, fl café owner
“we use newsletters to get information from our customers. have a poll or a survey. it can be short, and even fun: where are you going on vacation? what tv show are you enjoying this summer? then post results in a future newsletter. people love taking polls.of course, always best to use a poll topic that is of interest to your audience.our customers are into new bands, especially hip-hop. we like to poll about "who's hot" in order to let them chime in about their favorites, and it also let's us get a sense of trends.”anson l , natchez, miss clothing store
“newsletters can provide good information about the store: for example, give subscribers first notice of any in-store events, and they will have ‘first dibs’ on signing up to attend events. also you communicate changes to your store hours or policies, to make their shopping easier and more convenient.”larry n, dearborn, mi ice rink owner
“i get a lot of newsletters from craft shops with information about new products and services. the newsletter provides an opportunity to give the dates the products will arrive and some information about price, color, etc that will be of interest to consumers. the manufacturers often will provide you this information to put into your newsletter.also, i like it when email newsletters have special offers and discounts that are available for a limited time only, and only for customers who receive email. you don’t need to have an offer in every email, once every two months could work to keep people interested.mary jane, salt lake city, ut homemaker
“we use newsletters to get information from our customers. have a poll or a survey. it can be short, and even fun: where are you going on vacation? what tv show are you enjoying this summer? then post results in a future newsletter. people love taking polls.of course, always best to use a poll topic that is of interest to your audience.our customers are into new bands, especially hip-hop. we like to poll about "who's hot" in order to let them chime in about their favorites, and it also let's us get a sense of trends.”anson l , natchez, miss clothing store
