Many retailers and consignment stores may not realize it, but service quality can make or break a sale, and a new study from research firm Polaris provides a basis for this assertion.
According to the report, 36 percent of American consumers are willing or very willing to pay 10 percent more for a product understood to include excellent customer service. Meanwhile, 30 percent aren't willing to pay extra, and 36 percent claim they're not sure if they would pay more.
The trend is even stronger among males, Americans older than 50 and lower-income consumers.
"The American consumer values excellent customer service, but is not receiving it at this time. If consumers are willing to pay more, businesses have no excuse to deliver less than excellent customer service," said Polaris President Jan Carlson.
It's clear that customer service can impact a consignment shop's bottom line, but how can owners work to improve their standards and practices? One place to start is by ensuring employees are informed about the latest goings-on in the business – be it pricing strategies, the use of new consignment software or various industry movements.
If the store primarily sells clothing, it may also help to encourage greater knowledge on various fashion trends. Ultimately, quality service is rooted in the ability to tap one's own knowledge to help inform another. By promoting industry awareness, consignment shop owners can trust in his or her employees' knowledge to help others.
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