How Customer Service Can Make or Break Your Apparel Business

A business can fail or flourish depending on the quality of its customer service. Read on to understand why this aspect of your apparel business is so crucial for its success.

Why Customer Service Matters

apparel customer service

Put simply, customer service matters because your customers matter. If you don't serve them well, they'll quickly find another apparel brand that will.

Seventy percent of all purchase decisions are based on how a customer feels, according to McKinsey & Company. You might think you can smooth over a sticky situation when a customer voices displeasure, but remember this: 96 percent of unhappy customers don't complain. Nine out of 10 of those silent disgruntled consumers will simply take their business elsewhere, according to 1Financial Training Services.

In an age of social media and business rating directories, customer service is becoming even more critical. At one time, customers would only share their displeasure with people in their immediate circle. Today, they can sound off to millions of other potential customers.

Do Poor Ratings Impact Only Large Companies?

Poor ratings can just as easily impact small apparel firms as large ones. Customers don't discriminate between the two, with 86 percent stating negative reviews have impacted their purchase choices. Admittedly, the negative reviews that small fashion houses garner may not get the attention of the bad reviews of larger brands. However, a small apparel business can suffer because it can't afford to mount positive PR campaigns to reduce the impact of any criticism.

The solution for small fashion houses is simple: Deliver the service your customers expect the first time, and you won't need damage control.

What Creates a Bad Customer Service Experience?

Some bad customer service experiences are obvious. Rude company representatives and a lack of satisfactory resolution will always leave a bad taste in the mouth of any customer. But there are many more subtle things that can upset your clientele.

One hallmark of bad customer service is that it's impersonal. Customers want to feel valued, so if support staffers seem like they're reading from a script, it's a real turn-off.

Your customers also don't want to wait for a response. More than two in five customers expect you'll respond to their customer support emails in six hours or less. On social media, the expected wait time shrinks, with nearly a third expecting you'll respond within 30 minutes. If you leave your customers waiting, you're also telling them they're not important.

The Role of Third-Party Logistics Providers

Delivering superior customer service takes time. If you don't feel that you and your employees have the time to provide the service your customers deserve, you can outsource it to a third-party logistics (3PL) provider. A good 3PL provider will respond to customer inquiries and resolve any problems your customers have in a timely fashion.

While most 3PL providers can perform customer service functions, for companies in the apparel business, it pays to use The Apparel Logistics Group. As a dedicated apparel 3PL provider, we understand the fashion industry and what its customers need. Complete the contact form on our website to learn more about how we can serve your customers better.

Customers are arguably your apparel business's most important asset. Look after them, or work with a 3PL provider to care for your customers on your behalf, and watch your business grow.

Posted: 3/2/2017 4:52:33 PM by Global Administrator | with 0 comments

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