Providing a great customer experience is about listening to the customer, learning from their behaviours, and modifying your business to better meet their needs. It’s not just a one-and-done.
You want your business to continue to flourish and understanding the root of the customer concern provides this.
Let’s take that same example of slow service but with a proactive mindset. In this instance, you’d listen to the customer’s complaint and then evaluate your operations. It requires thoughtful probing such as; Was the establishment busy when the customer complained? What times and days throughout the week are busiest? Is there always a specific number of staff working at all times? Would service be more speedy if during those busy times 1-2 more staff members were present? How many other customers have complained about slow service?
By considering these questions and trends within service, you can better allocate employees throughout the week during rush hours, not just at the time that the customer complained. This deters future complaints or unsatisfactory experiences.
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