Marketing Essentials: Customer Service
You may not think that giving good customer service is a marketing strategy. But your staff are the face of your business and can make the difference between a mediocre visit and a fantastic one.
“One customer well taken care of could be more valuable than £10,000 worth of advertising.” Jim Rohn
Ultimately you need to know what you’re doing right, what you’re doing wrong, how you can improve and this can all be gleaned from the only group that matters: your customers.
1. Ensure your website is feedback-friendly by providing a feedback form and direct contact information for your managers.
2. Gather feedback via email: following every guests’ visit send out an automated email saying how you appreciate their business and would love their feedback.
3. Post positive feedback on your website and social media sites and keep it updated with recent comments.
4. Ensure that staff are trained-up in your customer service philosophy.
5. Role-play potential awkward situations with your staff so that they know how to handle difficult situations with guests and diners should they arise.
6. Treat your staff well. Incentivise them. If they love their job it will show in how they treat your guests.
7. Smile. Put a picture of smiley face behind the front desk to remind everyone the power of the smile!