Friday, October 12, 2012
Thursday, August 23, 2012
Improving Customer Experiences - Is It Still Important Or Is Price The Only Thing That Matters?
Has the economic downturn minimized the importance of the Customer Experience?
In Chapter 5 of my book, Strategy Activation: How To Turn Your Vision into Marketplace Success
, I talk about how important it is to improve your holistic customer experience to differentiate your company from your competitors. As products and services continue down the inexorable path toward commodification, it is the ongoing customer experience that drives customers to choose one vendor over another. However, in the past two years, as the economic downturn has forced significant changes in customer behavior, many have questioned the importance of the overarching customer experience. These naysayers claim that in tough times price is the only thing that matters. Customers, they say, are more likely to accept a bad experience as long as they are getting a good deal. This perspective, however, is not confirmed by the data.
When Money is Tight, Customers Expect an Even Greater Customer Experience...
The most recent Harris Interactive Customer Experience Impact Report surveyed consumers on how they engage with companies both online and via phone, what they find frustrating, and how negative and positive customer experiences affect them. They discovered these facts that are startling to most business owners today...
* 87% of the surveyed consumers stopped doing business with an organization or company because of a negative customer experience. That's up from 68% reported just two years ago.
* Even during tough economic times, the significance of customer experiences does not dwindle. More than half (58%) of consumers polled said they will pay more for a better customer experience during a down economy.
* Consumers stated that the most important thing companies could do to encourage them to spend more is to improve the overall customer experience So, it's clear that even when finances are tight, people still value good service.
Why This Study's Results Are Not Surprising To Me...
When money is easy to come by customers are likely to be more forgiving. Consider this restaurant dining example... When the economy was booming many couples found themselves dining out twice per week or more. With eight to ten dining-out occasions per month a single bad experience is easily forgotten. However, when belts tighten, monthly dining-out occasions may settle back to just two or three. With fewer opportunities to "splurge" on an evening out couples and families now demand that each experience justifies the expenditure of limited funds. Thus a bad experience like poor service, long wait times and cold food makes a bigger impression and stays with us longer. Once you have a bad customer experience, you may wait months before you visit that restaurant again - and that's if you ever go back. Plus, you'll probably tell your family and friends about your experience. This will make them think twice before they visit that restaurant.
Real Proof That Bad Customer Experience News Travels Far...
A recently published Forrester Research report, "How Customer Experience Drives Word of Mouth" cites:
* Consumers tend to discuss bad experiences with more people than they discuss good ones
* Gen Xers, as a group, tend to tell the most people about a bad experience
* Gen Yers are the chattiest in general. They are more likely to tell someone about a good experience. They are also the most likely to share a bad experience. So, don't you think that you should find out right now exactly what your customers are saying about your organization's performance over the past eighteen months? Have their experiences diminished in the wake of corporate austerity? As we begin to see the recession bottom out, now is the time to explore this issue; to find new ways to improve the customer experience; to ensure that your customers have only good things to say!
Strategy Execution Consultant Scott Glatstein, President of Imperatives LLC turns market opportunities into record breaking profits even in a recession. Now, with his new book, "Strategy Activation: How To Turn Your Vision into Marketplace Success
," Scott unveils his groundbreaking plan for improved customer experiences and higher strategic profits. Get your FREE Sneak Preview at: http://www.strategyactivation.com
Source: http://scottglatstein.articlealley.com/improving-customer-experiences--is-it-still-important-or-is-price-the-only-thing-that-matters-1258447.html
In Chapter 5 of my book, Strategy Activation: How To Turn Your Vision into Marketplace Success
, I talk about how important it is to improve your holistic customer experience to differentiate your company from your competitors. As products and services continue down the inexorable path toward commodification, it is the ongoing customer experience that drives customers to choose one vendor over another. However, in the past two years, as the economic downturn has forced significant changes in customer behavior, many have questioned the importance of the overarching customer experience. These naysayers claim that in tough times price is the only thing that matters. Customers, they say, are more likely to accept a bad experience as long as they are getting a good deal. This perspective, however, is not confirmed by the data. When Money is Tight, Customers Expect an Even Greater Customer Experience...
The most recent Harris Interactive Customer Experience Impact Report surveyed consumers on how they engage with companies both online and via phone, what they find frustrating, and how negative and positive customer experiences affect them. They discovered these facts that are startling to most business owners today...
* 87% of the surveyed consumers stopped doing business with an organization or company because of a negative customer experience. That's up from 68% reported just two years ago.
* Even during tough economic times, the significance of customer experiences does not dwindle. More than half (58%) of consumers polled said they will pay more for a better customer experience during a down economy.
* Consumers stated that the most important thing companies could do to encourage them to spend more is to improve the overall customer experience So, it's clear that even when finances are tight, people still value good service.
Why This Study's Results Are Not Surprising To Me...
When money is easy to come by customers are likely to be more forgiving. Consider this restaurant dining example... When the economy was booming many couples found themselves dining out twice per week or more. With eight to ten dining-out occasions per month a single bad experience is easily forgotten. However, when belts tighten, monthly dining-out occasions may settle back to just two or three. With fewer opportunities to "splurge" on an evening out couples and families now demand that each experience justifies the expenditure of limited funds. Thus a bad experience like poor service, long wait times and cold food makes a bigger impression and stays with us longer. Once you have a bad customer experience, you may wait months before you visit that restaurant again - and that's if you ever go back. Plus, you'll probably tell your family and friends about your experience. This will make them think twice before they visit that restaurant.
Real Proof That Bad Customer Experience News Travels Far...
A recently published Forrester Research report, "How Customer Experience Drives Word of Mouth" cites:
* Consumers tend to discuss bad experiences with more people than they discuss good ones
* Gen Xers, as a group, tend to tell the most people about a bad experience
* Gen Yers are the chattiest in general. They are more likely to tell someone about a good experience. They are also the most likely to share a bad experience. So, don't you think that you should find out right now exactly what your customers are saying about your organization's performance over the past eighteen months? Have their experiences diminished in the wake of corporate austerity? As we begin to see the recession bottom out, now is the time to explore this issue; to find new ways to improve the customer experience; to ensure that your customers have only good things to say!
Strategy Execution Consultant Scott Glatstein, President of Imperatives LLC turns market opportunities into record breaking profits even in a recession. Now, with his new book, "Strategy Activation: How To Turn Your Vision into Marketplace Success
," Scott unveils his groundbreaking plan for improved customer experiences and higher strategic profits. Get your FREE Sneak Preview at: http://www.strategyactivation.com Source: http://scottglatstein.articlealley.com/improving-customer-experiences--is-it-still-important-or-is-price-the-only-thing-that-matters-1258447.html
Wednesday, January 18, 2012
Service Equals Performance Equals Service
Service can be described as a “performance” of some kind involving two parties, whereby one party is the benefactor and the other party is the performing party receiving some type of monetary payment. The value of the Service depends on the personal experience of the benefactor. When I looked it up in Webster’s, there it was at #11 out of 31 definitions. The payment part was not included, but the key word mentioned was “performance.”
As I relate this to restaurants, it’s so easy to see why dining room service is excellent training for actors, since they’re performing all of the time. There might be days when their energy level is low, yet they are still expected to perform in the show on stage at night. It is not much different for dining room service staff whose livelihood depends quite a bit on how they look and act before many people on any night. The word “performance” makes a lot of sense when relating it to other Service fields such as medical, legal, financial, and armed; even in religion they have prayer services.
With increased human knowledge and modern inventions, the term “Customer Service” has evolved over time. Whenever a new technology is invented, an array of “services” develops making it accessible to the general public. Its success depends upon product “performance” and the product-related “Services performance.” Whether it is a bulb to make a room bright or a flying machine that sends people around the world faster, the need for developed services attached to new technologies does create jobs.
Even at the computer we dial up our Internet “Service” Provider to gain access to the information highway. The instantaneous delivery of sorted out information within seconds is now the norm. Proper navigation “performance” (that word again) allow us to surf the World Wide Web, streamlining information at our fingertips. ” With improved search engine technology, the return of consumer searches has become more categorically specific, proving that better performance results in better Service.
Take a look around and you will notice Service performances touch every part of our daily lives - many of which are taken for granted.
*****************************************************************************
About the author: Richard Saporito is a NYC Restaurant Insider with more than 30 years experience. He is currently the President of Topserve Restaurant Consulting, Inc. and the author of "How To Improve Dining Room Service." Discover how to improve your restaurant's dining room service and dramatically increase your profits here:
How to Improve Dining Room Service E- Book
For more customer service ideas, please drop by my website Restaurant Promo Ideas.
As I relate this to restaurants, it’s so easy to see why dining room service is excellent training for actors, since they’re performing all of the time. There might be days when their energy level is low, yet they are still expected to perform in the show on stage at night. It is not much different for dining room service staff whose livelihood depends quite a bit on how they look and act before many people on any night. The word “performance” makes a lot of sense when relating it to other Service fields such as medical, legal, financial, and armed; even in religion they have prayer services.
With increased human knowledge and modern inventions, the term “Customer Service” has evolved over time. Whenever a new technology is invented, an array of “services” develops making it accessible to the general public. Its success depends upon product “performance” and the product-related “Services performance.” Whether it is a bulb to make a room bright or a flying machine that sends people around the world faster, the need for developed services attached to new technologies does create jobs.
Even at the computer we dial up our Internet “Service” Provider to gain access to the information highway. The instantaneous delivery of sorted out information within seconds is now the norm. Proper navigation “performance” (that word again) allow us to surf the World Wide Web, streamlining information at our fingertips. ” With improved search engine technology, the return of consumer searches has become more categorically specific, proving that better performance results in better Service.
Take a look around and you will notice Service performances touch every part of our daily lives - many of which are taken for granted.
*****************************************************************************
About the author: Richard Saporito is a NYC Restaurant Insider with more than 30 years experience. He is currently the President of Topserve Restaurant Consulting, Inc. and the author of "How To Improve Dining Room Service." Discover how to improve your restaurant's dining room service and dramatically increase your profits here:
How to Improve Dining Room Service E- Book
For more customer service ideas, please drop by my website Restaurant Promo Ideas.
Thursday, September 15, 2011
8 Things You Should Never Say to Customers
This article was sent ro my email. Its very interesting and true. Sometimes the words we use might tirn away our customers. To us its a norm but to a customer is rude. In my hometown is normal to cuss when we meet an old friend with vulgarity. But to a customer is not right to do that even if he is a long time friend. He is still our CUSTOMER. I myself is guilty of number 5. Below is part of the Article for more go to their website.
8 Things You Should Never Say to Customers
By Jeff Haden
Great customer relationships: Hard to establish, easy to ruin — especially when you say the wrong things
Here are eight things you should never say to customers (even if you would secretly love to):
1.“No.” A boss once told me, “Never tell a customer no. Always say, ‘Yes, we can. Here’s what that will cost.’” If you absolutely can’t provide a certain product or service, you can’t, but often you can’t simply because you don’t want to. (In the example above I didn’t want to. What the customer had asked for was certainly possible but would have been a real pain to pull off.) Price unusual requests accordingly: If you can make a decent profit, why not? Making a profit is why you’re in business.
5.“No problem.” Maybe this is just a pet peeve, but I’m always irritated when, say, I ask a waiter for dressing on the side and he says, “No problem.” I know he means “yes,” but “no problem” still implies I really am causing a problem. When I’m the customer, I’m favoring your business with my patronage; your business isn’t doing me any favors, so never imply you are. Replace “no problem” with “yes.”
To read more go to the website 8 Things You Should Never Say to Customers
8 Things You Should Never Say to Customers
By Jeff Haden
Great customer relationships: Hard to establish, easy to ruin — especially when you say the wrong things
Here are eight things you should never say to customers (even if you would secretly love to):
1.“No.” A boss once told me, “Never tell a customer no. Always say, ‘Yes, we can. Here’s what that will cost.’” If you absolutely can’t provide a certain product or service, you can’t, but often you can’t simply because you don’t want to. (In the example above I didn’t want to. What the customer had asked for was certainly possible but would have been a real pain to pull off.) Price unusual requests accordingly: If you can make a decent profit, why not? Making a profit is why you’re in business.
5.“No problem.” Maybe this is just a pet peeve, but I’m always irritated when, say, I ask a waiter for dressing on the side and he says, “No problem.” I know he means “yes,” but “no problem” still implies I really am causing a problem. When I’m the customer, I’m favoring your business with my patronage; your business isn’t doing me any favors, so never imply you are. Replace “no problem” with “yes.”
To read more go to the website 8 Things You Should Never Say to Customers
Monday, August 22, 2011
Train Your Staff how to Handle Different People's Requirements (cont'd)
This is a continuation of the previous post “Train Your Staff how to handle Different People's Requirements”
6. The Customer with Special Dietary Needs
With this type of customer you only know if the customer tells you that he has special dietary needs. Therefore product knowledge is important. You need to know what's in the dishes you are selling. If you are not sure don't assume, get somebody who knows. This is because some people will get really sick and can be fatal to them. Make sure you highlight these requirements to the kitchen. If possible inform the chef personally.
7. The Intoxicated customer
Drunken customers can be a nuisance not only to you but to other customers. Seat drunken customers where they will not disturb other diners. But don't make it look like you are getting rid of him. Sometimes an intoxicated customer will be bothersome and rude. Be patience. Be tolerant and call the Manager if the situation goes beyond your control. Be sure the customer pays the bill first.
8. The Handicapped Customer
They are often sensitive to being considered helpless, so don’t be overly helpful. Help them discreetly. I once had a regular who insisted to be treated like everyone. He used a crutch. Listen to clues as to what your guests needs from you. Treat them as you would treat any other VIP.
6. The Customer with Special Dietary Needs
With this type of customer you only know if the customer tells you that he has special dietary needs. Therefore product knowledge is important. You need to know what's in the dishes you are selling. If you are not sure don't assume, get somebody who knows. This is because some people will get really sick and can be fatal to them. Make sure you highlight these requirements to the kitchen. If possible inform the chef personally.
7. The Intoxicated customer
Drunken customers can be a nuisance not only to you but to other customers. Seat drunken customers where they will not disturb other diners. But don't make it look like you are getting rid of him. Sometimes an intoxicated customer will be bothersome and rude. Be patience. Be tolerant and call the Manager if the situation goes beyond your control. Be sure the customer pays the bill first.
8. The Handicapped Customer
They are often sensitive to being considered helpless, so don’t be overly helpful. Help them discreetly. I once had a regular who insisted to be treated like everyone. He used a crutch. Listen to clues as to what your guests needs from you. Treat them as you would treat any other VIP.
Friday, August 5, 2011
Don’t Eliminate the Middle Man—Add One!
I came across this interesting article by Richard Saporito. It highlights that the service personnel in your restaurant is equally as important as the chef at the back. As mentioned in my Creating Great Customer Service Culture , 60% of restaurants fail in the first year. Reason being is that the food is only 20% contribution to the sucess of the restaurant. The article is as follow.
Don’t Eliminate the Middle Man—Add One!
Today, there are situations when we actually add a “middle person” instead of eliminating one for increased service efficiency. If it’s cost-effective and demand is high, then proper market positioning will make it a worthwhile endeavor. For example, my sister just informed me of a food delivery service in New Mexico that will let you choose one out of many different food outlets (all types of ethnic/fast food)- and then guarantees delivery within a specific time period. This not only gives the customer assurance of reliability, but more choices for dining take –out style.
In other areas of industry, the same idea holds true. There are electrical suppliers that no longer manufacture the product of electricity, but now are involved only in the delivery process of electricity to the customers. Because of market fluctuations, the new delivery supplier will utilize many other different energy suppliers to get the product of electricity to the customer efficiently and at the best market price. Again, adding the middle man seems to benefit all around.
In relating this theory to restaurants, it is the food runner that has become popular, especially in the larger dining establishments that rarely existed years ago. Food runners are employees who only work the rush hours of the dining room- only running food back and forth from the kitchen to the tables with light dining room table interaction (condiments, fresh pepper etc.). It is a 2-4 hr. shift, depending on how long the dining rush lasts.
Before large restaurants existed, the waiter would complete the process of order taking and delivering of the food. Today, the food runner can be implemented (additional middle man) relieving the waiter of this time consuming and sometimes painstaking process. The waiter must share a percentage of his tip with the runner, but in return his job is eased because the food is delivered for him- allowing extra time to work more tables and up sell to customers thereby increasing sales. Though, it does remain the waiter’s nresponsibility to check the table for additional diner needs-- either while the food is being placed by the runner or shortly thereafter. The tip-out to the runner is usually 10-15% depending on the service system, but well worth it if waiter sales can increase by 20-30 %.
The main point is the food runner addition improves delivery service efficiency while being cost-effective (if the sales increase outweighs the payroll increase). Properly integrating employees into the dining room with exact middle man connections always makes for smooth service flow. It’s not a matter of just blindly throwing extra employees at a service problem, but organizing the best system possible with the minimal amount of labor.
Adding the middle man can sometimes streamline operations in such way that it becomes irresistible and impossible to ignore. Always, the demand arises when delivery routes of a service system become overloaded.
*************************************************************
About the author: Richard Saporito is a NYC Restaurant Insider with more than 30 years experience. He is currently the President of Topserve Restaurant Consulting, Inc. and the author of "How To Improve Dining Room Service." Discover how to improve your restaurant's dining room service and dramatically increase your profits here: How to Improve Dining Room Service E- Book
Restaurant Promo Ideas
Don’t Eliminate the Middle Man—Add One!
Today, there are situations when we actually add a “middle person” instead of eliminating one for increased service efficiency. If it’s cost-effective and demand is high, then proper market positioning will make it a worthwhile endeavor. For example, my sister just informed me of a food delivery service in New Mexico that will let you choose one out of many different food outlets (all types of ethnic/fast food)- and then guarantees delivery within a specific time period. This not only gives the customer assurance of reliability, but more choices for dining take –out style.
In other areas of industry, the same idea holds true. There are electrical suppliers that no longer manufacture the product of electricity, but now are involved only in the delivery process of electricity to the customers. Because of market fluctuations, the new delivery supplier will utilize many other different energy suppliers to get the product of electricity to the customer efficiently and at the best market price. Again, adding the middle man seems to benefit all around.
In relating this theory to restaurants, it is the food runner that has become popular, especially in the larger dining establishments that rarely existed years ago. Food runners are employees who only work the rush hours of the dining room- only running food back and forth from the kitchen to the tables with light dining room table interaction (condiments, fresh pepper etc.). It is a 2-4 hr. shift, depending on how long the dining rush lasts.
Before large restaurants existed, the waiter would complete the process of order taking and delivering of the food. Today, the food runner can be implemented (additional middle man) relieving the waiter of this time consuming and sometimes painstaking process. The waiter must share a percentage of his tip with the runner, but in return his job is eased because the food is delivered for him- allowing extra time to work more tables and up sell to customers thereby increasing sales. Though, it does remain the waiter’s nresponsibility to check the table for additional diner needs-- either while the food is being placed by the runner or shortly thereafter. The tip-out to the runner is usually 10-15% depending on the service system, but well worth it if waiter sales can increase by 20-30 %.
The main point is the food runner addition improves delivery service efficiency while being cost-effective (if the sales increase outweighs the payroll increase). Properly integrating employees into the dining room with exact middle man connections always makes for smooth service flow. It’s not a matter of just blindly throwing extra employees at a service problem, but organizing the best system possible with the minimal amount of labor.
Adding the middle man can sometimes streamline operations in such way that it becomes irresistible and impossible to ignore. Always, the demand arises when delivery routes of a service system become overloaded.
*************************************************************
About the author: Richard Saporito is a NYC Restaurant Insider with more than 30 years experience. He is currently the President of Topserve Restaurant Consulting, Inc. and the author of "How To Improve Dining Room Service." Discover how to improve your restaurant's dining room service and dramatically increase your profits here: How to Improve Dining Room Service E- Book
Restaurant Promo Ideas
Tuesday, June 14, 2011
Train Your Staff how to Handle Different People's Requirements
Different people have different likes, dislikes and requirements. So I would like to suggest that you train your staff on the different groups of people. When I was a waiter, we were trained on ways as to how to give the best and appropriate customer service to a certain group. We were trained how to serve elderly, the tired, the hurried and so on and so on. So nowadays as part of my training to my service personnel, I have added training on ways to better serve different groups of people. Below are some of the ways. Maybe you can use it in your own training.
1. The Early Customers
Most of the time the service personnel will normally frown when the customer comes early before they have set up. Train your staff to receive them courteously and let them when service will begin. Offer them a drink perhaps coffee and newspaper or magazine to read to keep them occupied.
2. The Late Customer
As always make them feel welcomed. Train your staff to provide good service without making them feel that they are being hurried. Ensure the service personnel inform the guest 15 minutes before kitchen or the buffet is closing to give them time to order other things example desserts.
3. The Customer that's in a Hurry
Recommend something that the kitchen is able to prepare fast like a hot soup or sandwich perhaps. If there's a buffet then recommend it. Train your staff to let them know how long the items will take to prepare. Provide the best possible service you can offer. Ensure the staff is pleasant but don't waste time talking stories.
4. The Angry Customers
Most of the time your staff will avoid guest like this but if handled well this type of guest can be a regular to your outlet. Listen to their comment; thank him for calling this to your attention. Try to rectify the error but if its beyond your job scope, then get someone to handle. Don't forget to inform him that you are you are passing his comment to another person who is able to handle the situation,
5. The Tired Customers
Sit them at a quiet table and assist them with packages and coats. Set them in a quiet table. Assist them with their clothes and packages. If the weather is cold then suggest a hot soup, hot drink. On hot days suggest a chilled salad or even a frozen drink. Avoid disturbing them as they might just want to relax quietly.
1. The Early Customers
Most of the time the service personnel will normally frown when the customer comes early before they have set up. Train your staff to receive them courteously and let them when service will begin. Offer them a drink perhaps coffee and newspaper or magazine to read to keep them occupied.
2. The Late Customer
As always make them feel welcomed. Train your staff to provide good service without making them feel that they are being hurried. Ensure the service personnel inform the guest 15 minutes before kitchen or the buffet is closing to give them time to order other things example desserts.
3. The Customer that's in a Hurry
Recommend something that the kitchen is able to prepare fast like a hot soup or sandwich perhaps. If there's a buffet then recommend it. Train your staff to let them know how long the items will take to prepare. Provide the best possible service you can offer. Ensure the staff is pleasant but don't waste time talking stories.
4. The Angry Customers
Most of the time your staff will avoid guest like this but if handled well this type of guest can be a regular to your outlet. Listen to their comment; thank him for calling this to your attention. Try to rectify the error but if its beyond your job scope, then get someone to handle. Don't forget to inform him that you are you are passing his comment to another person who is able to handle the situation,
5. The Tired Customers
Sit them at a quiet table and assist them with packages and coats. Set them in a quiet table. Assist them with their clothes and packages. If the weather is cold then suggest a hot soup, hot drink. On hot days suggest a chilled salad or even a frozen drink. Avoid disturbing them as they might just want to relax quietly.
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