My wife and I called in at the newest Coffeeberry baby in The Avenues, Hilton recently, on their opening weekend.
I thought about all the planning that had gone into it: decisions about place and layout, décor and inventory, supply chains and staffing. There was creative marketing, just-right equipment and the training of employees.
Then we walked through the door to a most enthusiastic welcome from warm and delighted staff. And THAT is where everything either comes together or falls apart.
Who is on your front door?
You craft your business with detailed planning, good equipment and great marketing among other things. But what happens when a customer gets to your door, or through to your switchboard or call centre?
Does it all fall apart for want of enthusiastic commitment and a welcoming smile?
Don’t take it for granted. Three things to do:
- Engage the staff regularly about how to welcome customers.
- Remind them every team meeting and ask what they will do this week?
- Ask them to share what they did last week to welcome and engage customers
Getting buy in and everyday enthusiasm from frontline staff is critical.
If you don’t make it part of your DNA, it becomes like Covid-19 protocols and company mission statements where people ask, ‘Are we still doing that stuff?’
Get the ball rolling with a Customer Satisfaction workshop from Simply Communicate.
Contact Ian today: Click here
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