As a business owner, you're always looking for ways to keep your customers coming back. But what happens when they start going to your online competitors instead? Here are a few tips to help you stop losing customers and keep them coming back to your business.


Lean Into Expertise 

When people know what they want, it is easy to type the term into a search engine and go. But as technology changes and supply-chain issues make everyone scramble for a Plan B, customers will discover that they cannot achieve some things through a user interface. So stand out with your knowledge. Leaning into expertise by acting as an advisor or coach can be a great way to compete against online competitors who don't provide this kind of customer service!


Another way to showcase expertise is through training. By providing regular free training to your customers or their teams, you can reveal a deep understanding of the industry and help them learn new skills. This gesture will show that they're in good hands when making a new order. 


Bring in Soft Skills

Competing with online retail is tough, but you can succeed by bringing in the human element. That means that your employees need soft skills like customer service and relationship building to make sales--which may be difficult without them because the older employees may not be used to it, and the younger set may not have proper training. 


Training these crucial abilities during their onboarding or setting up lunch-and-learns on these topics can be a great investment. The days of Always Be Closing (ABC) are over. It is now the era of Always Be Helping (ABH).


Use Relationships to Build Loyalty

While we spend more time today with our phones than ever, people still do business with people they like. Fred Reichheld, the father of NPS and author of the book, The Ultimate Question, says that customers must feel good about their relationship with the brand.  The company should understand their values and share similar principles, engaging both the heart and the head. If you connect with someone, you will build something that a website can never beat. 


Last Word

Building a successful business in the digital age is no easy task. You’ve got to fight back against fierce competition from both online and offline companies, as well as keep your customers happy by providing them with high-quality service. So what are the key weapons for industrial suppliers today? Lean into expertise, focus on customer service, and build relationships for long-term success! 


Another weapon at your disposal is technology such as AI that can outsmart competitors in this space. If you want more information about how we can help make these tools work for you, please contact us! We’ll provide a free consultation to go over all our tools and see which ones are best suited for your needs.

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