I was excited, until...

Over the last few months, there has been news of a new café opening in our area. Photos of the gorgeous food they make in their catering business were shared every few days, and it was set to be a great addition to the local community.

However, everything changed the moment we stepped inside the new café, but let's jump to the food experience, aka the product experience. After all, it was the photos of the food that got our attention in the first place.

The serving size was on the generous side of things; however, that’s where we leave the positives. Note that the scrambled eggs were burnt, and my husband's meal wasn’t fully cooked. The promised product experience simply wasn’t delivered.

Now to the service, it was evident that it was a new café that hadn’t provided their Team Members with training or a way of working. Every customer was served differently, from the way the Team Members interacted to how they took the order, how the food was delivered, etc. There was no consistent customer experience.

So, as we drove away, bitterly disappointed that the promised experience wasn’t delivered, we vowed never to return. But I couldn’t help but think about what I would do differently.

First, I would have ensured that I had established a system of customer service, a set of guidelines that I could then train each Team Member on, ensuring a minimum consistent standard that I could build on over time.

I also would have used the fact that it was a new store to seek customer feedback actively. Consider the feedback and adjust the system of service where necessary.

Finally, if it were my café, instead of hiding in the kitchen, I would have had a visual presence with customers and Team Members out front to make sure that I was picking up on opportunities for improvement and being able to give my Team Members in the moment coaching.

Opening a new business is a daunting task, and it saddens me that some business owners put all their effort into attracting customers but little to no effort into building loyal, repeat, and referral customers.

Do you have a system of service in your business? How do you ensure that you deliver a consistent experience to your customers?

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Human-Centric Content Mastery

What I read this week ...

"Feel-Good Productivity: How to Do More Of What Matters to You" by Ali Abdaal is an insightful and refreshing take on productivity that emphasizes the importance of aligning our goals and tasks with our values and passions.?

One of the strengths of this book is the author's ability to blend personal anecdotes with well-researched strategies. Abdaal shares his own experiences and struggles with productivity, offering valuable insights and practical tips based on his own journey.?

The book is divided into logical sections, guiding readers through the process of identifying their values, setting meaningful goals, and overcoming obstacles. It also tackles common productivity challenges such as procrastination, time management, and burnout. Each chapter is well-structured, providing clear explanations and step-by-step instructions on how to implement the recommended strategies.

Abdaal's emphasis on self-care and well-being is another notable aspect of the book. He recognizes that true productivity is not just about getting more things done but also about maintaining a healthy work-life balance. He provides practical suggestions for incorporating self-care activities into daily routines and emphasizes the importance of rest and rejuvenation for sustained productivity.

While I enjoyed this book it did take me a while to get into it only because the experience of reading (listening) to his book was very different to that of watching his YouTube content.?

It's a great book - Get a copy today here.