Research shows that getting a deal has no financial or social status boundaries—it’s a human thing. We love the thrill of scoring savings, especially for something with higher perceived value or item we crave—cue the dopamine. According to Mark Ellwood, author of “Bargain Fever,” consumers should never pay full price for anything anyway. Nowhere is that living proof more so than on daily deal sites like Groupon, Living Social, and the myriad of me-toos, now a staple of our online culture. The “half off” lifestyle is here to stay, and we’re ready to pay. But how can vendors get these deal-seekers to come back for more?
Every new customer is gold
Don’t judge a consumer by their cover (in this case, an online deal). The person could be dressed down but actually have money to burn, or poor communications skills but is brand loyal to a fault. The point is, be nice, gracious, and give the same service you would a full paying customer: making assumptions about a consumer based on a short-lived experience can cost you future business. If you don’t treat them well, they’ll feel it, resent it, and won’t be back (unless you offer another deal perhaps).
Don’t put off deal customers
A few years ago, I tried out a new salon at full price (ironically), and my stylist spent time on the phone arguing with a deal customer who was trying to set up an appointment before her voucher expired. Instead of trying to fit her into the schedule, the stylist would not budge. In the end, it affected my perception of the salon (not to mention I wasn’t crazy about the cut). Or the restaurant I attempted to use my deal at but the (very) fine print on the voucher prohibited me from cashing in except weekends (which was also accompanied by serious attitude I got from the proprietor). Don’t break your bond with a potential customer before you even have it. I’ve also heard vendors complain about customers that come in “just for the deal and never come back.” Yes, they came in for the great price, but what did you do to keep them interested in doing business with you again? Which leads me to my next suggestion…
Offer incentives to visit again
Besides giving great service, offering something of value is always welcome as a goodwill gesture, either during the deal time or for when the consumer returns. Though not every consumer will not be motivated by the promise of future savings, throw in that dessert at your restaurant, offer a loyalty card at your store, or 20% off for a future service—something that says “I want to continue our relationship and I care about getting your business.” Even if the person doesn’t plan to visit again anytime soon, it will leave them with warm fuzzies, perhaps compel them to leave a good Yelp review, or will want to give a personal recommendation to a friend.
Know your motives for the deal (but don’t overshare)
Each business is driven by different reasons to offer a deal: it’s a slow season, or a new business fishing for customers, to name just a few. But contrast how two vendors handled the goal to reach customers at their new locations: An aesthetician who recently moved her business to San Francisco could not schedule me until after regular-paying clients got in. When I got my appointment, she spent the majority of time telling me how popular she was and this was “just to get new business in the neighborhood.” Contrast that with another service professional who humbly and gently described how people couldn’t find her new location because it was a busy street and was difficult to be noticed. She was grateful for every new customer she attracted, and even sent me a thank-you email for visiting. Which business do you think I will go back to in the future?
These are but a few ways vendors can maximize consumers’ daily deal experience so they will want to come back again (and again and again). Automatically pigeonholing deal customers as cheap one-timers without long-term potential shorts everyone in the transaction and is a missed opportunity for future business.
But daily deal vendors aren’t the only ones that need training on etiquette, customers need their own lessons too. In a future post, consumers get pointers on best practices for cashing in on their half-off vouchers.