Customer Service
We all recognise good customer service. It is when the wait staff know the menu, or when they have eyes in the back of their heads and know you want their attention. It’s when they ask you if you would like another drink or keep your glass of water full. Maybe they just ask if you need something. Even better if they find out you are celebrating an occasion and do everything possible to ensure it goes right.
Poor customer service
We all know poor customer service. You are ignored. The wait or bar staff have their back to you and don’t know you’re there. You ask a question and they don’t know the answer. The food is not right, for all sorts of reasons or takes too long without any explanation. Staff are not interested in you.
Competing for customers
Pubs and Clubs compete for customers, but not just from each other. On a week night it could be the local fish and chip shop. On a Friday or Saturday night it could be a little restaurant a couple of suburbs away, or maybe a home cooked meal. It could even be the movie theatre or a favorite TV show. If you are smart you’ll forget about competitors and concentrate on what you do best, including your own brand of customer service. There are plenty of competitors and they are all chasing customers.
Building an ongoing relationship with your customers
Genuine customer service is in the way you communicate your point of difference. It’s an opportunity to assist customers have a positive experience and build an ongoing relationship.
Customer service training
Customer service needs training and monitoring. This includes role playing and dealing with the range of interactions typical staff would have with customers in every part of the venue. This means dealing with disappointments and critical incidents. Teach staff about the menu, the drinks and how to deal with problems or how to call for help if needed.
Watch this video from Zappos, a web business and just imagine how some of the ideas might work in your venue.
What do you think? Please add your comments.
cheers
Nigel Rawlins
13th Beach Marketing
