In the late 1800’s, American entrepreneur Marshal Field acquired a dry goods establishment in the heart of Chicago.  At that time in history, business culture centered around the idea of “caveat emptor,” Latin for “buyer beware.”  The phrase is essentially a warning that the merchant is not required to disclose information about his product that would decrease the product’s value, and that the buyer is making a purchase at his own risk.  Such was the common business landscape of the time.  Customers were not familiar with the idea of unconditional refunds or consistent pricing, and merchants at that time had no qualms about pushing merchandise on customers who really had no need or desire to buy.

Field sought to change the face of the retail industry, by integrating altogether new methods of customer service into his stores.  His business model was as follows:

“To do the right thing, at the right time, in the right way; to do some things better than they were ever done before; to eliminate errors; to know both sides of the question; to be courteous; to be an example; to work for the love of work; to anticipate requirements; to develop resources; to recognize no impediments; to master circumstances; to act from reason rather than rule; to be satisfied with nothing short of perfection.”

Field was wildly successful at achieving this goal.  Rapid economic growth of the time was producing highly concentrated pockets of wealth.  Rather than exploit those customers, Field believed that by creating a helping culture, by treating them with dignity and respect, and by acting in such a manner himself, the enjoyment of the luxurious shopping experience of the Guilded Age would increase exponentially.  At the time of his passing in 1906, his net worth exceeded 1.5 million dollars, equivalent to sixty-six billion dollars today.

Was his business model a successful one?  Um… yes.  We think you would agree.

Snapscapes seeks to promote this helping culture of customer service by using image based customer support with our one-of-a-kind app that allows you to obtain a visual representation of any project a customer has in mind.  Like Field’s customers, yours will no longer be buying things that don’t work for their space, or things they don’t need.

The net result? A more pleasant shopping experience for them, and a customer who will return to you.   Additionally, business owners can use our app to create a record of each customer’s project and track their progress through all its various stages from beginning to completion.

More questions about how Snapscapes can create a helping culture in your business?  Contact us for answers!

If you’ve been in the business arena for any amount of time, then you already know that it’s competitive. In fact, this idea is shoved down our throats all the time – you have to get the sale before the next guy does, every time.

This can be healthy. It can motivate you and your employees to work harder and be more innovative – provided the competition is constructively guided. But if that competition becomes corrosive, and has your employees fighting tooth and nail for every advantage, it can destroy your company from within.

Fortunately, there’s another way. Many companies are succeeding by fostering a “helping culture” – one in which every employee is primarily motivated to assist, not compete.

This helping culture doesn’t just improve staff relations, however. It can also set you apart with your customers. Here’s how:

Helping Makes You Accessible

According to a recent study, the people in a company that are most likely to help aren’t necessarily the biggest experts. Instead, they’re the most accessible.

By encouraging your employees to be accessible, both to customers and each other, you open up their knowledge base to everyone who needs it. This in turn spreads that knowledge across the company, so that everyone benefits.

Encourage your employees to be easily accessible to customers. This means not only being physically present, but relatable. That’s the idea behind SnapScapes – that by bringing in easily understandable photo data, you can foster an environment of learning.

Helping Makes the Success of Others a Priority

Helping is a selfless act. It shows that you are committed to the other person succeeding and understanding, which in turn makes you a trusted resource.

When your employees help customers, they become personally invested in that customer’s problems – and their solutions. This investment can’t be faked – and it’s what separates great companies from competent ones.

This can’t be overstated. Many companies offer solutions – and many products are comparable in quality. What keeps customers coming back is a feeling of investment – and that is born through help.

Likewise, employees helping each other create an environment of selflessness, which in turn buoys the whole company.

Create Your Culture Today

If you’d like ideas and suggestions on how to create a helping culture in your company, contact us today. We’ll assist you in identifying areas where help can be increased, so that your business will grow – and your customers will thank you.

On the sales floor, customer service lies entirely in the hands of your employees. Your customers never get to see your training manuals, your policies, or your good intentions; all they see are the people out on the floor. Each one of your employees is quite literally the face of your business.

As an employer, it’s your responsibility to empower the folks on the sales floor to do the best job possible. So how do you go about this? It starts by empowering your employees with Training, Trust, and Technology.

Empower through Training

We’ve all experienced walking into a big box store with a question about a product and meeting only blank stares. This is not necessarily because the kid behind the counter doesn’t care; it’s because he genuinely doesn’t know! He hasn’t been trained, or at least not very well.

This is where you can shine as a small business. You can afford to invest the time in thoroughly training your employees. The result is a knowledgeable, empowered staff, which in turn results in the best possible customer care.

Empower through Trust

We’ve written before about how important it is to act quickly to resolve customer service issues. Every delay in which your employee has to go seek your permission to act on behalf of a customer is a delay in which that customer can walk out the door.

You’ve hired good people. You’ve trained them well. Now empower them by giving them authority on the floor. Allow them to make decisions on their own, for the good of the customer. In retail we speak often of building customer loyalty, and rarely about building employee loyalty. This needs to change. Empowering your employee by entrusting them with authority is one step toward this change.

Empower through Technology

The technological landscape is shifting. Your customers are walking in with more information on the devices in their pockets than was even conceivable a generation ago. It’s time for customer service to catch up. Empowering your employees with image based customer support can make a world of difference in how your customers view your business.

Want to learn how SnapScapes can help empower your employees? Contact us for more information.

Customer loyalty has always been maintained through relationships. Building a relationship with your customer is the best way to build loyalty.  In the past, relationships were limited. Today, these relationships have evolved into more of a conversation. Communication is the key to building customer loyalty.

The advancement in technology and communication is the primary reason for this shift. Social media is especially responsible for the increase in conversations between customers and companies. The opportunity to build relationships is easier and more important than ever. Because customers expect accessibility and communication with companies, it is crucial that businesses make themselves available and have a strong communication platform.

Information is the new marketing and conversation is the new way to build customer loyalty. People expect to have questions answered and concerns addressed  in a quick and efficient manner. They want to speak to real people. They want to interact with companies they same way they do with family and friends. We do this through conversation, texting, and  sharing images Customers need to feel that companies care about them and their problems. Every business sets out to solve a problem or fulfil a need for customers. It is time to take that one step further and infuse real conversations into your business plan.

There are several platforms a business can utilize to encourage conversations with customers. Social media is the most obvious choice. With the increase in use of mobile devices, texting has become another important means of communication between companies and customers. Emails, blogs, and a general web presence  are also important. The bottom line is you need to be accessible and available to customers. Use technology to your advantage to reach out and have conversations with potential customers and retain current customers. This is no longer optional in business, it is mandatory in order to be successful.

Want to learn how SnapScapes can help you to encourage conversations between you and your customers? Contact us for more information or go to SnapScapes.com.

After it’s release we will be giving away free 6 month licenses to 100 bold and visionary businesses so they can be the first to take our software for a test spin. If you’re one of the the lucky first 100 to get in line here’s what you’ll get just for helping us develop the product:

1. Free use of SnapScapes from May 15th 2015 to October 15 2016
2. One customer support MMS hotline with your area code prefix
3. A custom support email address
4. The ability to communicate effortlessly with your customers

If you are interested in taking SnapScapes for a test spin or if you have any questions or comments about SnapScapes you can contact me directly by sending a message to steve@snapscapes.com. But don’t delay! This offer will end on May 1st 2015 so that we have time to get everyone set up.

I look forward to hearing from you!

Cheers,
Steve Ruprecht
Founder, SnapScapes

PS – Still want to learn more about SnapScapes? Check out the SnapScapes website.