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SUMMER SAVY SERVICE MAKEOVER The
weather is hot, Christmas scenes and baubles are appearing in the shop
windows and the rock version of “jingle bells” is slightly upbeat to the
last “chipmunk” voice encounter. Yes, it’s that time again Summer -
Christmas holidays - how is that reflected in your business; tourists,
children, harangued adults, teenagers!
How do we prepare ourselves and our regular customers for the next
couple of months? Every
customer has a product expectation – but their expectations extend beyond the
product; rather it is how the product is delivered or packaged. In this case the service is the
packaging. The service they receive as
a customer potentially creates the memorable experience. Service is more than just a “smile, please
and a thank you”, mind you even these basics get over looked especially when
we’re busy. Here are six savy service tips to help you and your staff get through
this hectic period. Friendliness – Attitude Gather
your staff together to discuss how you’re going to work together as a team
over this period. Don’t assume no-one
has “time-off” scheduled. Ask now,
it’s better to plan ahead. Positive
workplace behaviour filters down from the owner/manager and their planning
and actions. You
may have the best “coffee, food, beer or beds” in town but if the service
that goes with the product is indifferent, uncaring or downright rude nobody
will remember the product only the feeling that departs and lingers with
them. Positive
attitude starts with a smile that shows on your face that seeps through you
to tingle your toes. Access Yummy
Mummy’s and their beautiful prams should be fitted with a reverse light and
beeper. These humungous contraptions
can take out chairs, tables and disconnect the internet connection of your
regular customer in one action. During
summer in particular these contraptions emerge with the added bonus of a
tired and hot toddler hanging off the side.
What’s worse is they usually come in pairs. You
look at your well planned laid out arrangement of tables and wonder to
yourself how everything could become so disorganised by just one
customer. Plan ahead. Look
at the layout of your tables. Is there
a way that a path can be cleared or an area to one side that will not disrupt
every other customer? Image Over
winter we have the tendency to cover up with layers of clothing and enjoy
lovely hot foods to keep us warm. When
it comes to summer the clothing comes off but there maybe a few additional
bumps that weren’t there last summer so the uniform is a little
uncomfortable. What fitted you last
year now rides up your side as you lean over to clean the tables or stretch
for the coffee beans and a roll of “white flesh” oozes out over the top of
the already stretched to capacity waistline of your work pants. The
“muffin top” and “plumbers crack” are “turn offs”. How can you possibly expect to sell those
delicious cakes displayed so beautifully when it looks like you have sampled
each of them.
Maybe it’s time for a size check, perhaps even a new colour or style to
freshen up for summer. Be Prepared As every
good Girl Guide and Scout knows being prepared is what it’s all about. At this time of year you need to have back
up stock. So many suppliers close over
Christmas/January so make sure you have planned ahead. Keep your menu updated with what is available. If you don’t have it or can’t guarantee it,
take it off the menu. Environment Spring
Clean. If you haven’t done it yet get
cracking now. Have a good look around
and undertake any minor repairs, the rocky tables levelled by a folded napkin
or coaster, splintered wooden chairs, chipped crockery. – Remove and Replace. Christmas
baubles gather dust and spiders just seem to love spinning webs from one
piece of tinsel to the next, so keep them well dusted and wiped with a warm
cloth. There is nothing worse than
customers looking at greasy dust on a once shiny bauble. Add Value through your Service Don’t
rely on the Loyalty Card. Be loyal to
your customers by providing consistent, outstanding customer service and they
will be loyal to you. Keep your
staff enthused. Remember a smile and a
cheery word impacts on everyone especially the harangued mother or the
stressed businessmen and women. This
is a time of laughter, joy, love and a reflection of the past and the coming
year. Make this summer a summer to
remember for you, your business and your customers. Remember the Customer is King.
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