WHAT ARE YOUR CUSTOMERS SAYING ABOUT YOU?
Here is one of my favorite fast food restaurants and I am passionate about the brand as I am frequent diner at some of their units.
They are known for quality food, I mean the quality and freshness of their food is awesome, the ambient, service and customer experience are good. But, I was surprised during my last visit to a unit of the restaurant where I ordered for a cup of coffee. The speed of service and the service delivery of the customer care personnel need to be improved upon.
How do you describe a situation where I ordered for a cup of coffee and the service lady asked me to help myself with my ‘teeth’ to tear off the sachet of coffee and milk. And, when I protested, she asked me to put my complaints in a ‘customer record‘ book.
My background training in the industry has taught me that running a successful fast food restaurants is an intellectual exercise where the law of cause and effect comes into play.
For us, as restaurant owner/operator/ manager, not to keep customers away or causing them not to return to our restaurants often, our focus should be to identify where we have skill-gap and train, train and re-train our customer care personnel. Now that we are approaching the rainy season, all hands must be on deck to drive sales from breakfast items.
As a stakeholder in the industry, I want us to objectively ponder over these famous quotes on consumer awareness:
“Your most unhappy customers are your greatest source of learning”…. Bill Gates
“Your customers doesn’t care how much you know until they know how much you care” …. Damon Richards
“Customers don’t expect you to be perfect but they expect you to fix things when they go wrong” …Donald Porker
“Your customer’s perception is your reality” …Kate Zabriskie
“Make your products easier to buy than your competition or you will find your customers buying from them not you”..Mark Cuban.
In this industry, little thing counts!
Enjoy Reading!
FoodpreneurNews
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