"SEC-S20W6 | My Business Ideas | Expansion and Customer Support."
As I have already talked in my previous participations that I have a furniture business which is not fully expanded so here I am going to talk about some of its expansion plans that I have not implemented but still I have them in my mind!
In my near term objectives which are around duration of 1 year I have a plan of building and launching and online proper store with my brand name in which I would expand my product line to outdoor furniture and home decor furniture as well as I will try my best to make partnerships with some famous interior designer and architects.
If I talk about my long term goals then I also have plans of opening some showrooms in some common cities of Pakistan as well as implementation of augmented reality shopping experience and after that I will try global expansion also but it can be possible after minimum of 5 years struggle.
I will adopt different strategies for expanded my furniture business;
• First of all I would start market expansion in which I will identify new audience from different geographies and after that I will develop localised campaigns of marketing and then I will focus on establishment of strategic partnerships.
• After that I will focus on development of my products by conducting recent Research and analysis of market and by introducing sum of the innovations by enhancement of my existing products.
• After that I will focus song digital growth by optimisation of website and e-commerce platforms and then I will try my best to invest in search engine optimisation.
• Last but not least I will focus on human capital by hiding talented and skillful carpenters and by developing employee training programs and done by fostering collaborative work environments.
These all strategies are important for sustainable growth of business!
Yes I am paying attention to customer services and planning for providing better services and for this first of all I have in my mind that there should be multi channel support like through mobile phone through email or through chatting and then there should be knowledge base questions and then there should be resolution of time related problems and then personalised communication is also important and all these are initiative that currently I have in my mind and I am also focused on their implementation.
After that currently I am unable to provide 24/7 support but for future in hands meant it is most important thing as well as their should be proactive issue prevention and analysis of proper feedback of customer and training programs of all of my employees for bright future of my business.Other things will go side by side like empathetic behaviour with customers and transparency in dealing with them.
As I have little bit talk about this question already above so again I am going to highlight that how customer interaction in effective way is important. If I talk about pre interaction then there should be a lot of knowledge about product and services and then this is very important to know that what is demand and need of our customer.
While interacting with customer it is very important to actively listen customer with empathetic and patients in behaviour and their should be very clear and easy communication in between customer and businessman and there should be up positive problem solving attitude that a businessman should have during interaction.
In post interaction there should be a proper follow up with your customers for receiving good or negative feedback from them according to your product that is your customer satisfied from you because if it is satisfy then it's good but if there is unsatisfaction then what are the areas you need to improve.
All these were some of the principals that you also keep in mind about customer support and its importance for a smooth journey.
Cc:-
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Thank you for inviting me.
My first question is: How many times will someone buy furniture in his life but more designer furniture?
Designer furniture is more expensive so those able to buy it are limited. Did you calculate how many in your country can afford to buy this?
It will be hard to find customers and if you start online the first step is promoting even if you have nothing to sell. Next to that the only way to "earn" might be a good contact/contract with the designers who will send what is ordered directly to the customer.
You will need a lot of capital since you have to prove you can pay and can be trusted. Can be you need to start next to a job that can foresee the costs of living (also if you are ill). In many cases, the only way is to work hard yourself for at least 5 years without employers to save the extra costs of salary (so you are the employer, employee, bookkeeper, cleaning lady, sales department and so on).
Warranty is what people will ask for especially if you sell designer furniture one may expect will last a lifetime.
It will be very hard work and listening to what your customers want will be time-consuming, most likely more time-consuming than you can imagine but like you mentioned it is the most important because what you need is satisfied customers who will spread the word that the best and most exclusive furniture can be bought with you (a good customer service is also a way to engage and if the customer likes you they will forgive your mistakes).
Furniture is the last I would start a business with.
I know from experience how hard it is to find a good sofa where the back and neck don't hurt, not too hard, too soft, the colour or size, the cloth, the design, not able to clean underneath, the cat should not damage it and so on. A showroom for furniture has to be huge and you have to accept people will sit and even lie down on it to try it out and not just for 5 minutes but longer. Also important is a fast delivery so people will not have to wait for 8 weeks and change their mind.
This all will bring extra costs.
I believe selling food or clothes would bring more success since these are the only things people will always need the rest is luxury.
I wish you good luck with the contest and if you intend to start this your business.
#wewrite & #comment
You are on the right track of business, I want to encourage you to keep it up, furniture business is a very lucrative one especially when you know what you are doing, expanding and knowing what your customers needs is commendable. Cheers.