Have you ever experienced that once inside a commercial store, you feel that its maintenance or cleanliness is not up to the mark? The impact of maintenance on customer satisfaction in retail stores is something that should not be taken lightly.
Maintenance and safety go hand in hand. These two crucial factors are fundamental in the treatment and attention given to users of any store and are closely linked to the shopping experience.
Although it may seem trivial, maintenance is of great relevance since it undoubtedly makes a difference between a successful business and one that has to make much more effort to stay competitive.
Maintenance, along with security, which deserves a separate section, is part of a necessary customer satisfaction management strategy, included in a well-thought-out and effectively implemented plan.
Below are some points that should be considered to improve the maintenance of your store and generate a wholly positive impact.
Impact of good customer service
Most retail companies increasingly value the impact of maintenance on customer satisfaction, along with many other aspects that complement it. This impact is likely comparable to that of good service, undoubtedly.
The resources allocated to improving maintenance are now viewed with less skepticism, given the excellent results that are evident and the feedback provided by customers in this regard.
If a company wants to improve its service, maintenance is essential. Some facets of maintenance that will undoubtedly be beneficial can be mentioned:
preventive maintenance
The term "preventive maintenance" is becoming increasingly common. What does it refer to? Continuous inspection and evaluation of all maintenance and security aspects that can generate expenses or disruptions in the workflow, with the consequent negative economic impact.
Implementing preventive actions will always be an important benefit that instills confidence in the business owner and impacts customers who will feel confident based on what they observe.
Reactive Maintenance
If the previous step, prevention, has been well taken care of, correction becomes an eventual and increasingly less recurrent process. Reactive maintenance should be carried out by specialized personnel. Delaying repairs or proper maintenance will have a negative impact on the business.
However, customer satisfaction and dissatisfaction depend on many factors. One of them, and very important, is maintaining everything in perfect condition, from furniture to infrastructure, through various systems.
Retail maintenance: What does it mean?
Many companies are responsible for ensuring that your store's maintenance is appropriate. It is not just about cleaning the premises or its furniture; it goes much further: it is about creating a suitable environment where commercial activity is favored.
A satisfied customer will return as needed and bring others to your customer base, increasing sales and productivity. Effective maintenance plays a significant role in this regard. Five important points can be mentioned:
1. Keep security systems up to date
These systems include fire detectors and necessary extinguishers. It is essential that there be the advice of specialists in this matter who comply with local laws and regulations and can instruct you in their use.
2. Air Conditioning: Creating the Best Environment
Air conditioning or heating systems are no longer just a bonus that customers appreciate; they are essentially a decisive factor between making a sale or not. Nowadays, there are highly modern systems with excellent aesthetics that blend seamlessly with different decor styles, and they are also very quiet in the case of air conditioners.
3. Cleaning Plan
Having a cleaning plan is indispensable. After the store is up and running, a significant part of its success lies in maintaining proper cleanliness of the premises and its furniture, as well as those often overlooked details such as windows, ceilings, and the like.
4. Apply Preventive Maintenance
Don't wait for something to stop working or show signs of deterioration. A good maintenance plan involves prevention as a premise. One of the most critical points to consider is the optimal functioning and condition of the electrical system and everything it entails.
5. Specialized techncians
afety begins with being aware of the weaknesses of your physical business and what it requires. Keeping trained technicians who periodically evaluate all aspects related to security and maintenance is a guaranteed and necessary investment.
What does customer satisfaction depend on?
A significant measure of customer satisfaction depends on effective interactions with the company in question. When it comes to maintenance and technical assistance, this contact must be with specialized companies or personnel in the field.
Making the right selection of such professionals and providing the necessary resources for maintenance work will have a powerful and positive effect on the physical plant of the store and everything it contains, thereby creating more satisfied customers from the very beginning.
Achieving customer satisfaction or contentment when they visit or use your store for their purchases requires dedication and time. Complaints or negative reviews will have a detrimental impact on your business.
Based on statistics, approximately 77% of customers who have expressed complete satisfaction [Source: Temkin] regarding their shopping experience, including their visit to the store, will ultimately recommend others to visit the same business.
The impact of maintenance on customer satisfaction in retail stores is a matter of effective resource and personnel management, and it is a significant advantage that will boost your sales and competitiveness.