This is definitely a complicated thing in our Garden center as many of the customers only come one time a year. So my theory to keep a customer happy and for them to remember to make the drive past all the box stores to get to our garden center 365 days later is multiple things.
1. Show them and remind them while they are there that this is a 60+ year old Family owned and operated garden center. The business is US, my family, not a giant corporate being. There are many customers that are still here that were customers before I was born and saw me grow up as a baby behind the counter, then as a teen working the registers, then in my 20s taking over running the business, to in my 30s buying my parents out and taking over full control of the business. They see either me, my wife, or one of my kids at the register or in the greenhouse. They saw our babies in pack n plays behind the register. Make it so they know they are responsible for my kids getting dance shoes etc. A connection to a person or family is much stronger than to a big brand.
2. Give them quality product at reasonable prices. We never are fighting to be the lowest price and I will straight tell my customers this. To have a good product with good components isn't cheap so why sell it for cheap.
3. I pay my employees very well so that they can be at least comfortable at $20 an hour and because of that they are able to find that extra step to up their customer service and customers will remember the interactions with the same employee over 20 years vs a random associate at Walmart.
4. We do have a loyalty punch card but I don't think that drives them to come back as much as the product and experience.
5. Listen. listen to what customer are asking for even if it isn't what you like. I've learned long ago something I think is hideous will be someones favorite item ever.
hopefully all that plus many other things makes them want to choose to come back.
