If your business can introduce a Yes culture and have your staff fully embrace it you'll soon see the benefits. The only thing is how do you start the culture?
The whole point of the Yes culture is to display a positive approach to anything and everything concerning your customers. Staff should be trained to always say yes and to be positive. Now- I've had clients ask "what if we can't say yes to a customer" which in the first instance is a valid question but a true Yes culture means that when you need to say no, you can still say yes.
This is not a mind trick or a way of deceiving customers but its how we introduce a positive answer to requests. For example if a customer asks for a T-Bone steak but you only serve Rib-eye you can reply with "I would love to but I'm afraid we don't have any in the kitchen, try the Rib-eye this time its from our local butcher, hung for 21 days and full of flavour. Next time you come to see us, give us a call and we'll get a T-Bone ordered from the butcher especially for you". This no answer to their request is dealt in a positive way and so falls in line with the Yes culture.
With a Yes culture introduced customers will always receive a positive experience, this can set a great opinion of your business and can help establish a loyal fan base.
Yes is the way forward.
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