Written by Michael Foote, Insurance Expert
Your regulars are the backbone of your shop
Attracting new shoppers takes time and money. But keeping existing customers happy is often what keeps a shop stable. The small details, e.g. how you interact, the quality of the experience, and how safe people feel, all contribute to whether someone comes back.
Create a consistent experience
Customers like knowing what to expect. Whether you run a gift shop, bakery or book store, consistency builds trust. Keep displays tidy, prices clear and product categories easy to navigate. Make it easy to browse, buy or ask for help.
Make service personal
Use names if you can, remember preferences and show interest in what they’re looking for. You don’t need a loyalty card scheme to build loyalty. You just need to make people feel valued.
Regular customers are also more forgiving if something goes wrong, as long as they trust you’ll put it right.
Ask for feedback and act on it
The best way to improve your shop is to listen. If customers are confused by the layout, can’t find what they need or avoid certain products, they’ll often tell you. Make sure staff pass on comments and be open to small changes.
Keep your shop safe and covered
A clean, organised and well-insured shop creates confidence. If someone trips, is injured by a display or suffers a loss on your premises, your insurance helps protect you and them.
You can learn more about insurance policies for shops on our page here.
