Are You Transforming Your Business Transactions Into Positive Experiences And Interactions?

We are all in the people business even if we are behind the scenes. Transactions are a dime a dozen. I read an article yesterday @JeffToister on how some companies that have fewer locations are far exceeding sales versus those that have more. For instance, Chick-fil-A has fewer locations however their sales per store were almost double McDonald's stores. How often do you see cars waiting in long lines to get their meal at Chick-fil-A? How about the Ritz Carlton? It's not cheap to stay there however it's the value they offer.

I am a huge fan of Buc-ee's. They are a rest stop, gas station, souvenir shop, and restaurant all in one. They have exceptional customer experience plus the restrooms are the cleanest you will find. They truly know the importance of offering their customers a great experience.

Many companies need to understand that customers aren't just there for the transaction they want the interaction. We all know that mistakes happen, but do we all know that it's how the problem is resolved that is the most important thing?

Recently I have seen and heard of many new restaurants opening. When you open a restaurant, you have the opportunity to conduct more in-depth training to get everyone on the same page than when you hire just one employee. This is the time your restaurant should really shine. I have read some new restaurant reviews, and I am shocked at how poor they are. When you open a new location, you have more people looking at your business online to get more information and walking in the front door. Who wants to invest money and time into a new business or restaurant and have it close in a few months due to customers not returning?

Give your customers a reason to return. Let me give you a few ideas:

• Someone should be speaking to customers directly while they are in your business - A great way to offer more items and build revenue
• Only hire friendly, empathetic, customer-oriented people for your business - These people will be more interested in building relationships and getting problems solved before the customer leaves
• When a customer comes in alone to your business make sure they are getting extra attention - Single shoppers/diners will always tell others about their experience
• Have a great program in place to encourage customers to return. If you have a business or restaurant never charge an unhappy customer for a product/service that didn't work as it should have or a meal they didn't like (or at least give a discount or gift card to return) - Customers don't want to pay for something that wasn't of value to them
• Almost everyone uses the restrooms, so make sure it's stocked and clean at all times - Many times customers will not return if the restrooms are dirty

If you are like me and appreciate great service, you will want to return.

Let us at The Hart Experience help you and your team understand why you are losing customers. We provide business evaluations and customized shop reports that show you the areas your team needs to improve. Contact [email protected] 602.717.3271

PS. If you are not sure you need a mystery shopper let us give you a complimentary evaluation to show you how much revenue you could be losing!