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 entrée 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.
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!
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