STOP! LOOK! ACTION!

Most owners do not know what they do not know. Most GMs and staff will tell you what you want to hear, but do you really know? Do you need to build a Customer Service Culture that will put money back in your bottom line?   

→  Employees have to own the culture thus creating a positive environment.         Negativity is toxic to your business.

→  It is important to train all employees, do not assume they should know because of a resume. What may have been acceptable in their previous employment may be unacceptable in your culture.

→  A “meet, greet and goodbye motto” always using their name if possible is worth gold to a customer. When there is a complaint, employees should be empowered to know how to react, and swiftly which prevents a customer from having to call or complain about a repeat issue and do everything you can not to lose a customer.  Protecting the business is everyone's responsibility. Today a bad experience can and does get posted in real-time on social media and your site should be checked daily. Studies show that more than 80% of customers will not return after one poor service experience.  

→ All employees share the responsibility of cleanliness, sanitation standards.

→ Vocabulary. Important, yes not yea, Good Morning, Afternoon, Evening.  My pleasure or I will be happy to….

→ If at all possible walk someone to the restrooms rather than a point if it is out of the way.

→ Telephone manners. Don’t answer the phone with “hold on” or “hold on please.” Ask; “May I please put you on hold?” Do not keep them waiting for five minutes. By then you will have lost a customer for good.

→ Appearance: Clean, perfect including footwear.

→ Emergency situations. Every business should have a plan for fire, and life safety.

REMEMBER:  Your employee serves as an ambassador for your business. It is your responsibility as an employer to:   “SERVE US WELL”