Customers visiting your business will occasionally forget something. This could be forgetting the money to pay, not bringing critical paperwork, or leaving at home supplies they need for themselves.
When customers forget something, it will directly impact your business with them. One one side it may prevent them from even doing business with you. On the other, it may directly impact their lasting impression of your business.
You want to be the helpful one that came to the customer’s rescue when they accidentally forget something.
After lunch at a restaurant, I noticed this well-stocked baby changing station in the men’s restroom:
If you’re a lucky parent, a public restrooms will have a table for changing your infant’s diaper, and that is typically all you get. This restaurant went above and beyond those expectations to help parents who might have forgotten the supplies they need to change their kid’s diaper. Notice the various sized diapers and supplies, all available free of charge.
You don’t necessarily need to cater to parents with children in diapers. However, you do need to help forgetful customers when they arrive at your business.
Anticipate Forgotten Items
What are the common things that a customer will need to provide or use while in your store or on your website?
Think about the actual transaction. What information would the customer need to give to complete that transaction?
What non-business items might the customer require (like diapers, a drink, etc.) that would make their time with you a better experience?
Provide What Was Forgotten
With your list of oft-forgotten items, figure out how you can provide those when needed for the customer. With information it could be pulling it off your CRM system or calling around to get the missing piece you need to complete the sale.
Work Around the Forgotten Item
If you can’t fill in the blanks for the customer, help complete the transaction by working around what was forgotten. Let the customer do as much as they can and then reschedule or follow-up with them later. Don’t put all the pressure on the customer to finish the transaction.
For non-transaction related issues (like diapers), call in a favor from other customers or neighboring businesses to come to the customer’s rescue.
When you combine anticipating customer needs and helping them work through time when they are forgetful, you’ll create a positive and memorable experience for your customers. Since you were there for them in their time of need, they will be more likely to do business with you the next time.