Conversion rates have improved at KBB retailer Goodey & Howell, since the change to an appointments only system, originally put in place to meet COVID restrictions.
Lewis Morrish, a designer at Goodey & Howell, revealed in an interview with Simon Acres Group (SAGL) MD, Simon Acres, that they would be continuing with the appointments only system. The interview is the fourth in the current series of SAGL's Movers & Shakers series, designed to share smart tips and advice from young people.
Lewis said: “As a family business we pride ourselves on our personal service, so the one-to-one attention customers receive from dedicated appointments has worked really well.
“We aim to help customers relax when they arrive with refreshments and then we leave them to browse alone, only offering to help when they have had time to take in what the showroom has to offer, and are ready to discuss their project. This 'no pressure' approach is a great starting point to building trust with the customer.
“Establishing trust really helps when you get down to discussing budgets. When customers love a design but it is outside their budget, they trust us to offer alternatives, which give the same look for less, enabling us to make the sale and reserve our margins.
“Communication is key to keeping customers happy throughout the project, keeping them informed at every stage. Satisfied customers make our job easier and provide us with great testimonials for our website, which demonstrates the quality of our work to potential customers."
To see the full interivew, click here.