Are You Valuing Your Customer's Time?

How long are you making your customers wait in line, for a table, to be greeted by a server, to be served their food, to get in to see the Dr and /or dentist, or for other appointments? If you don't value your customer's time they will go elsewhere. How many times do your customers call customer service and are transferred to different people and then have to repeat their problem sometimes taking longer than 30 minutes? How often do you ask a customer to fill out a survey and say it will only take a couple minutes but it ends up taking 15 minutes or longer?

As a business owner, you know how important your time is but do you care about the importance of your customer's time. We all have the same amount of time every day and we must make the best of that time.

Today, I had two phone calls that were scheduled appointments, and when I made the calls neither one answered. In this case, they did call me back but many times that doesn't happen. I respect their time and expect the same.

Let's look at some ways you can show your customers you value their time:

• If you schedule an appointment with someone be prepared and pick up the phone or walk into the meeting room on time
• Don't overbook reservations or book so close together that incoming customers might be left waiting longer
• Staff your customer service team with enough people to handle the calls and always make sure they are knowledgeable about the business
• Train the front desk staff to either contact the customer/patient if the doctor is running behind that day or tell the customer/patient when they arrive
• Train your restaurant greeters to let the customer know if the wait or table will take a little longer
• Train servers and kitchen staff that if the food is taking longer than expected to inform the customer
• If you are a manager and see a customer waiting to be greeted go to them and see if you can help get them started till the server/bartender/cashier is available
• Train your staff not to over promise and then not be able to deliver either promptly or at all
• When the customer has been neglected for a long time offer something to appease them ie: a complimentary appetizer or dessert, offer to reschedule, or have someone call them back
• Cross-train your team so they can help where needed

Most of these ways have one thing in common and that is communication. If you communicate to your customers about a problem or concern before they come to you it will be much easier and better for everyone. As a business owner, it is your job to make sure your staff knows that everyone is to pitch in where needed. I can't tell you how many times I see staff standing around while other staff members are running crazy. Customers love to see teamwork. We at The Hart Experience can help you educate your team on how to respect the customer's time. When our shoppers enter your business they are there to give a customer's perspective. We want you to know what customers are saying when they enter your business this means good and bad. Contact Debbie at 602.717.3271 or [email protected]

https://www.thehartexperience.com

PS. We are offering a complimentary evaluation to businesses in the Phoenix area from now through October 31st.