Thomas Dos is AOK today. Still eating and drinking and even looking
out the window.
Yesterday my master's went to a new restaurant that just opened. The inside was decorated great and lots of TV's so they could watch the Bronco Game. They had to share a table with another couple but that was ok and they enjoyed their company. You could tell that the only waitress for tons of people was new. I think it was her second day on the job. She was trying but you could tell that she hadn't had proper training. Their POS system wasn't up yet and they could only take cash. The food was OK but will they be back??? Probably not. What is the lesson to learn from this? Many things could have been done differently but they are new and so we will see what the future will bring. So many small businesses forget the small stuff which is really the big stuff to customers. I also listened to a super cool video on customer service and I am going to share some of the tips that were shared.
We all know that good customer service is common sense. We all know what is needed and required to provide that service. However, humans are complex and different and what pleases one person is not good enough for another. That is why we have to get a really understanding of customer service at all levels. You need to read your customers. Some want lots of attention and others not so much. It is like me. I love attention! I could sit on my master's lap for hours but not Buddy. He is happy with about a minute of attention. So, like I said everyone is different and you need to really get to know your customers.
So what is the essence of good service? Is it about friendliness? Is it about consistence? Under promising and over delivering? Wowing the customers? Of course all of these are important but according to experts, what you need to do is make the customer feel better about themselves when they are with you or in your store. How do your customers feel when they deal with you?
Remember, people have many choices and when they leave your store, restaurant or office do they feel great about themselves because of the service that you provided? If they do, they will love you and tell others about you. If they had a great experience or meal, they will tweet it or check in on Facebook. This tells others that they enjoyed yourselves and they would like others to try this place too.
Sometimes we slip up and don't offer what we should. However, they will let that go and remember the good times.
We must be good at looking at their body language to see if they are happy or unhappy. Ask them how everything was. I am very honest about what I think. If the master's give me a new cat food and I don't like it, I just don't eat it. If they buy a new toy, I will try it out but if it isn't any fun, it will end up under the sofa...gone forever. Find out what your customers want and need and then provide it. Ask them again and again. Always be listening to what they are saying. You could also have mystery shoppers, discussions, and surveys.
So before I go take my nap, I want you to think about what was just said and try applying it to your customers. We know this will help to make your business a super success! Meow and Purrs till tomorrow.
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