| |
| |
|
Customer Service Information |
|
|
|
Restaurant Owners - How Important are People Skills?
You are serving great food. Your establishment is new, spotless and inviting and yet you are not getting the repeat visits that you expect. What's up? What's going wrong? The answer may lie with your people skills? Why do people come to your restaurant? By now you should know why people frequent your restaurant?or at least you should know why they don't. They do not come for cheap food. It's cheaper at home and there is certain to be cheaper restaurants than yours. They certainly come to eat different foods that they cannot make at home but there are plenty of similar restaurants to yours. So you will have worked out your "unique selling benefit" and you will have marketed that. They don't come back and you have to discover what it is that is not providing the benefit that they were expecting. Often the answer is with your people. Customers come for the total experience. It will not matter whether the food is excellent and the coffee outstanding if the waiting staff is unfriendly and distant. Their evening will have been ruined and they will not come back again. When you employ front-of-house employees their technical skills are not as important as their attitude. You can teach a person the technical skills but it is almost impossible to teach them to change their attitudes. If your applicant finds it difficult to smile during her interview then she is certain to be an unsmiling distant waitress. She is not for you. A warm and friendly applicant with little experience is by far the better prospect. What about your own people skills? In our consulting we quite often see managers whose dealing with patrons is excellent but with staff and others atrocious. Never give your staff a 'dressing down' in front of customers. It makes customers uncomfortable at best and downright angry if they have established a rapport with the staff member. Your attitude toward staff should be one that leads them to better service and higher morale. Will they ever need strong criticism? They sure will?but keep it between yourselves. http://ww.profitstrategies4business.com About the Author Kelvyn Peters CPA is one of the longest serving Australian Tax Agents. He registered as tax agent in 1962 and was accepted as a CPA in 1964. He has become much sought after as an educator and speaker on small business. One organisation says that the highlight of the annual meeting is Kelvyn's ability to present the audited statements in a humorous way. Kelvyn is famous for his ability to rescue ailing small businesses. http://profitstrategies4business.com
MORE RESOURCES:
Customer-Service - Google News |
|
|
|
RELATED ARTICLES
Customer Service For Huge Profits Customer service is the most vital asset for Business either it is online or offline. It's the critical factor which determines if your business has a future or not. Handling Customer Complaints Even the best business will receive an occasional customer complaint. Knowing how to resolve these complaints will help you gain loyal customers who will then refer others to your business. Making Customer Satisfaction Surveys Work Why bother? Good customer service is the life blood of any business. Although new customers are important good customer service will help generate customer loyalty and repeat business. Your Voice Print "Mountains are built one pebble at a time and climbed one step at a time." This is a quote of mine that I personally put into practice each day as I progress towards fulfilling my WHY in life. The Nine Principles of Customer Service for the Travel Industry© If you want to learn how to get your clients to do your selling for you through excpetional customer service, read on. Learn customer service secrets from tourism professionals, apply them to your business and prosper. Writing The Book On Great Customer Service Q: One of the big chain bookstores recently opened up near my small book store. Already I can see my business starting to decline. The Logic of Emotion! Homebuyers are an interesting study. Watching people make their home buying decisions has brought me to the conclusion that every decision that every one of us makes is based in emotion. How To Keep Your Customers Coming Back -- Understanding Customer Retention Why do some businesses offer points, stamps or every tenth coffee for free?These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be applied to any business that wishes to maintain a loyal customer base. You Bever Know Who Youre Serving You Never Know Who You're Serving when customers turn irate.I think of myself as a reasonable person. Courting Customers - From First Date to Marriage Landing a new client is like courting a potential spouse. The first date is usually a make or break situation and if the door is still open, the work has just begun. Empowering Customer Service Vital It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests and declarations of their intent to leave, even encouraging them to seek out another company!They often repeat the few phrases they're allowed to say over and over again, further infuriating the customers. Top 10 customer service tips 1. Hire people who have a service attitude. Handling Angry Clients What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about. How To Use Your Current Customers Jay instructed a customer of his to offer a rare coin collection to new customers for just $19. He was actually losing a couple of dollar on every sale! But . Small Business Customer Service Can Work Against You Is the special treatment you designed specifically to keep customers coming back working against you?A local jeweler offers free lifetime battery replacement for any watch he sells. It's a good hook to keep customers walking back in the store on a regular basis and increases his sales volume. Say It With Humor When you own a business, you may find yourself in situations that may be a little tricky to handle. Dealing with customers who steal is one of them. 10 Customer Service Quality Statements to Measure up Against It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions". Complaints Are Actually A Good Thing! Nobody likes to get complaints. They make you question your judgment, they can ruin your day, and they almost always leave you in a bad mood. Dealing with Difficult People 1. Don't get Hooked !!!When people behave towards you in a manner that makes you feel angry, frustrated or annoyed - this is known as a Hook. Wholesale Buyers Versus Retail Customers Are wholesale buyers and retail customers really different? Frankly, there are two answers to this question: yes and no. Yes, because they are different from the buyers and those selling to buyers' point of view and no, because the principles that apply are the same for both types of buying.
|
| home | site map |
| © 2006 |