Wednesday, April 3, 2013

Creating A-Plus Value

I am opening up an eclectic fresh lunch and dinner spot in Sandy, Utah. The restaurant will feature a rotating menu based on the seasons, and have classic dining options such as burgers and salads, but also offer some unique specials like a brie and Bartlett pear grilled cheese. The first way I am going to exceed customer expectations is in A-Plus packaging. Am I going to serve the food in packages? No, but I will focus on plate presentation. Every dish will be masterly plated with dripping sauces, garnishes, and a high class appearance. This will help customers feel special and want to return just for the eye pleasing food, as well as the taste! The second thing I am going to focus on is A-plus value for my employees. I know happy employees create a happy environment. If I keep my employees happy and cheerful they will continue to bring happiness to the customers. I want people to return to my restaurant because of the wonderful service. Focusing on A-plus value with add-on's will be my third priority. On weekdays before 6pm, I will be offering free dessert with any entrĂ©e purchased.  I will also offer a late night menu from 8pm to midnight that has buy one appetizer get one free. I think letting customers have free additional items will keep them coming back. Fourth, I will focus on having excellent credibility. I will do this by only working with the freshest produce and organic meats. All items will be prepared on site and no old produce or food will be used. I never want to see wilted lettuce or have a bad burger sent out to the customers. Last I will definitely focus on A-plus value with memorable experiences. I am going to do this by having local musicians play on weekends, poetry readings on Tuesdays, Monday kid’s night with balloon animals, and other various community activities. I want customers to come to my restaurant, have a delicious meal, and relax and listen to some tunes. I want this to be a comfortable, friendly, fresh restaurant.

Marshall Field

“Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Those only hurt me who are displeased but do not complain. They refuse me permission to correct my errors and thus improve my service.” – Marshall Field


            In this quote Marshall Field is stressing the idea that retail businesses need to have feedback on the service whether it be positive or negative feedback. He is stating that positive feedback is flattery and keeps him motivated in achieving a successful business. Those that complain about the service help him understand what he could do better and fix the weak areas in the company. Finally, he feels that the customers that leave the store displeased, but do not say anything refuse him the chance to fix the wrong doings and correct the situation. I believe in the power of this quote by Marshall Field. Retail businesses need to focus on customer recovery and be given the opportunity to fix problems or make a situation right.

            If every unsatisfied customer left a store without ever mentioning the reason for dissatisfaction, that company would not be given the chance to fix the problem. If fifty percent of those customers have the same problem with the retail business and each voiced their complaint, that company could fix the problem and not have a recurring issue of unsatisfied customers.       

            Unsatisfied customers really hinder a business and extremely hurt profits. Each unhappy customer will tell seven to thirteen others and talk about the negative experience for twenty three years. The company not only looses that unhappy customers, but could potentially lose all the people that one person tells. If that customer voiced their opinion about the situation to the retailer, than the retailer could fix the problem and make a happy customer again. This would result in not loosing a customer and potentially not gaining a bad reputation. Overall, company’s need to have a friendly and open feedback environment, so customers feel comfortable in voicing the problem and know that they will be heard and a solution will be enforced.

Bite Your Tongue Before Interrupting

Listening to customers is important because it builds trust and lets the customer feel heard and understood. It is important to fully listen to the customer before making assumptions, asking more questions, or finishing their thoughts. Being a good listening can build stronger customer relationships and overall increase the likelihood of customer return and referral.

One of the most important aspects of listening is not interrupting. Sometimes when dealing with customers we want to hurry them along by finishing their sentences or stopping them to explain something. This can cause negative reactions with the customer and damage the conversation. It is important to let the customer finish speaking before jumping in and taking over the conversation. If a customer feels like they are not heard or understood they may choose to go to a different business where they can speak without getting interrupted. I personally need to work on my listening skills and allow people to finish speaking before completing their sentences. By being aware of my listening habits I can better assist customers.

Tuesday, October 2, 2012

New Pencil Skirt

Just got a serger for my birthday today and I had to whip up something cute. Made this little pencil skirt in about 30 minutes! So quick and easy. I am going to become the serging master!