Whether you offer full estate tours with lunch, exclusive memberships and tasting masterclasses, amazing weddings and events, or simply relaxed self guided tours and casual drop in tastings …
Whilst your fabulous wines, your beautiful location and your venue space and facilities are important, none of these alone will create customer loyalty, repeat business or recommendations.
It’s the experience you create for your customers that gets remembered;
…how you make your customers FEEL
This can be your single most valuable competitive advantage.
This is the first step to increasing cellar door sales for your Vineyard Tours and Tastings.
When you get this right, you create a buzz amongst your customers… who then become advocates for your vineyard, and who not only spend more now, but come back more often and happily recommend you to others....
Which means you can spend less on your marketing
And make more profit!
"Stop Letting Your Customers Walk Away!"
Avoid these 7 Common Service Pitfalls
Are you (or your managers) unwittingly making any of these common profit plundering SERVICE PITFALLS so many other businesses unwittingly make, which leave their customers feeling unimpressed, uninspired and unloved, and posting poor reviews?
How can I help?
I work with hospitality and tourism businesses, helping find simple ways to increase customer spend and loyalty through their customer service and customer experience.
So that your customers...
Let’s chat to work out the route for you to increase customer loyalty and spend.
A full day, defining your customer service values and “what good looks like” ensuring everyone in the senior team agrees and is committed to living by these.
Highlight gaps in the customer journey and what actions can be taken to address these
Put together a detailed prioritised action plan (which may or may not include mystery shopping and/or training)
Follow-up to review to keep you on track with actions and monitor results
Investment £1250 for a full day plus follow up review
Create and agree mystery shopping criteria to reflect the areas you would like reviewed
Arrange mystery visits (recommendation of a minimum of three visits per offering
Monthly report and follow-up meeting to discuss recommendations
Investment from £100 + £40 per visit + reimbursements (ticket price + purchase + travel)
Tailored training to meet your objectives, from two hours to full days
And/or write training material for you to deliver in-house as and when required
Investment depending on format and duration, starting at full day £950 or ½ day session £650
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"
Here are 21 Ways to Wow Your Customers that won't cost you a fortune. In fact many of these will enable you to SAVE money as you’ll be able to invest less in marketing to get new customers....
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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.
"I've learned that people will forget what you said,
people will forget what you did,
but people will never forget how you made them feel."
Maya Angelou
