Building Customer Relationships

The key to any successful small business is customer service, and the key to customer service is consistency. Players and customers alike want to feel that they are welcome and appreciated every time they walk through your doors. They want to have confidence in you, as an organizer, to create the best experience possible for the players not only during events, but also when they are simply buying or browsing the store. Building great customer relationships can be done in just a few easy steps:

1. Communication. Take the time to listen to your players to gain feedback so you can improve on the negatives and continue with the positives. Customers will respect and appreciate your store even more if you show that you listen and care about what they have to say.

2. Give Thanks. Players like to know that they are appreciated. A simple thank you or small freebie or voucher at events is all it takes. Positive interactions can go a long way in building customer loyalty and encouraging players to return.

3. Take responsibility for your mistakes. Problems — big or small—are bound to arise in any store — it is what you do to fix these problems that makes all the difference. Correcting your mistakes and apologizing to those affected in a timely manner can positively alter a customer’s opinion about your store.

4. Be knowledgeable about your service. Customers want to know they can trust you and what you are selling. Magic: the Gathering is always changing. Whether it’s different formats or different sets, players want to know that you’re well informed. Make sure you and your employees stay up to date on what you’re selling so players can rely on you for valuable information and advice.

While these steps may seem easy and obvious, many organizers lose sight of the importance of strong customer relationships. Every player that comes into your store is a vital part of your store’s success, so listen to their needs, offer warm and friendly service, and ensure that those needs are met. Customers that know you have their best interests in mind build a trust that will turn them into repeat customers.