Did You Know That Sometimes It's The Little Things That Are Most Important To Customers?

How often do you go to a business, restaurant, and/or hotel and everything is just okay?

As a business owner, I know that giving my customers just okay experience isn't going to get me return customers or great reviews. Being just okay means customers will still be checking out your competitors. Customers are looking for better than just okay nowadays. They do love the WOW experience but at the very least they need a better experience than the competitor down the street is offering to get them to return.

We recently visited a few restaurants in our area to see if they had improved since our last visits., which were years ago. One restaurant's service timing had vastly improved however nothing was above and beyond that would get us back anytime soon. Another restaurant was still struggling with food consistency and timing. The other restaurant Texas Roadhouse had exceptional service and food and we have already returned on a few occasions.

Most customers like us don't want to waste our hard-earned money on marginal food and service. Since my business is in customer experience I do expect better-than-average service and food when I go out for a meal. Everyone is struggling these days and money is tight so going to a restaurant or hotel is an added treat. Let's look at some little things that keep customers returning.

• A welcome and timely greeting with a smile
• Following up with restaurant customers ie: drink refills, asking the customer if they had been there before and then reviewing the menu concept, checking back on the preparation and temperature of the food, removing dirty plates, offering a drink to go (if a soda), open the front door as customers leave (if two hosts are on duty)
• Follow up with hotel customers ie: room comfort inquiries, review available amenities, suggest a nice restaurant or shopping area
• Valet parking attendants: open the car door for a woman or a man if he is the only occupant, offer a small bottle of water, assist with luggage, open the front door
• All businesses should cater to small children ie: give them extra attention maybe a coloring book, or balloon, or just chat with them
• Listen to customers when they speak (offer suggestions)
• All event staff should know the importance of serving one complete banquet table before going to the next one, removing plates as needed after each course, folding napkins when guests get up from the table
• If you are an event DJ or Band, ask guests if they have any specific songs they might like or if there are children in attendance offer some fun ideas/games for the kids and adults
• Every customer should be thanked when they leave and asked to return

As a business owner, you must decide whether you want to be a Texas Roadhouse or another restaurant/business/hotel that just offers mediocre service and expects the customer to return or give them a great review. Texas Roadhouse has many locations and they use mystery shoppers to keep their restaurants running smoothly. They also must pay attention to consistency because they have so many locations.

ACT NOW to move your business/restaurant/hotel in a more customer-oriented direction. Your customers and business can't afford to wait! We at The Hart Experience can educate you and your team on how to get those customers to return with just a few small changes while increasing revenue. Contact Debbie at 602.717.3271 or [email protected]

https://www.thehartexperience.com

PS. We are offering complimentary business evaluations this summer for Phoenix restaurants or businesses that are looking to bring in more customers.