No matter what type of business you run be it a restaurant, pub, hotel or roadside cafe and no matter what type of customer you have you should always aim and guarantee that the customer leaves after having an experience and by that I mean a positive one.
This doesn’t mean that you need to put on a show of singing and dancing or do magic tricks but you should deliver great service with a great product 100% of the time.
Look at individual customers, business people need efficient and non-obtrusive service. They are at lunch to work and so if their goals are achieved whilst being served very well then they have had a good experience and will return.
Likewise a birthday celebration needs some fuss being made of the special guest. Candles in the dessert, a card or a drink on the house. Combine this with great service and efficiency and you’ve got loyal customers.
Apply this thinking to all customers, no matter who they are. You will have the easy to please and not so easy to please, you’ll have the ones with low expectations and the ones with high expectations but the main concern for you is that they all leave with a positive opinion of your business because they have had a great experience.
Don’t allow anyone to leave disappointed. If they are not happy about something aim to rectify the problem. If you or your team made a mistake (it does happen from time to time) be aware of this and apologise if you do. A good honest apology can and will make a hell of a difference.
Don’t forget turn negatives into positives, go the extra mile and make the customer want to come back.
Philip
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