The service your customers receive and how this leaves them feeling can be your single most valuable competitive advantage.
Don’t leave it to chance!
Set up a free Strategy Call with me today, to identify the quick wins in your business to create a service culture...
Whether you own a buzzing city centre restaurant, a quirky country pub or an amazing wedding venue…
Or you run a fun filled family farm park, a friendly private members club, or an exclusive use events venue…
Whilst your food, décor, location and facilities are important, these alone won’t create customer loyalty, repeat business or glowing reviews and recommendations.
It’s the experience you create for your customers that gets remembered;
…how you make your customers FEEL
When you get this right, you create a buzz amongst your customers, guests, visitors and members …
Who become advocates for your business, who spend more, come back more often and happily recommend you to their friends, family and colleagues.
Which means you need to spend less on your marketing
And you make more profit
I believe service isn’t just the responsibility of the reception desk or customer service team. Everyone in your business contributes in some way to the customer experience either directly or indirectly (or why are they there?).
So, to create a service culture, where putting the customer first and providing amazing customer experiences needs to involve more than 'sheep dipping' everyone in customer service training.
It must be part of your DNA, to be built into your systems, reflected in your recruitment, instilled in your team, demonstrated throughout the customer journey and delivered by engaged employees.
I see 5 key ingredients that contribute to creating a service culture and enable you to deliver a 5 star customer experience.
Training makes up just one of them...
The Customer Experience needs to be a part of your service culture and instilled in everything you do.
I asked Caroline to help me define our company mission statement with our management team. She extracted the most important elements of the business from the five of us and then guided us to put this into a draft mission statement.
Iain Booth, Inside Outside Marquees
Caroline then used this in a workshop with our installations team to get their feedback and buy in. This was 4 months ago, and since then we've been overwhelmed by the glowing testimonials we've received about the customer service our teams have given on site. THANK YOU CAROLINE!
26 Tips for Managers & Supervisors to Engage their Teams and Deliver Results. If you're frustrated your team don't always deliver what you want or expect, which of these management principles are you missing?.
By avoiding "The 7 common profit plundering SERVICE PITFALLS businesses unwittingly make, leaving their customers feeling unimpressed, uninspired and unloved, and posting poor reviews. … and the simple strategies to overcome them"
If you’re disappointed your customer service training isn’t working, and you’re not giving your customers a consistent customer experience...
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The service your customers receive and how this leaves them feeling is your single biggest marketing opportunity.
It becomes part of your brand and the number one way to differentiate your business from your competition.
Don’t leave it to chance.
