Here is your Daily Dose of Amazing Service:
Recognize your loyal customers
And here are some additional thoughts on this topic…
Recently I was dining at a favorite local cafe. I’ve been going there regularly since they opened. Our server had waited on me dozens of times in the past. Yet when someone in our group asked our server if she knew me, she said (with no hesitation) she had never seen before.
This got my attention.
Because when the owners are there, they always stop by to chat with me. They do that with all their regulars.It’s that kind of place.
The message this server sent was: “loyalty is not important.” If this message is delivered often enough, it will drive away even the most loyal customers.
What message is your business giving your customers? Are you telling them you want them back?
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When all other things are equal (like in tough times) it is small things like these that influence consumer choices. Generally I take the view that when I see poor service then either the company has it too easy and business is falling out of the sky and on to their laps (as in the case of a monopoly-type scenario), or the business is on the slippery slope and won't be around long (they are past caring)
In competitive times you simply have to make the effort because nothing is guaranteed. The reason I find poor service so frustrating is because better service is often a matter of technique and attitude, and costs little or no more
Hi Shaun – you make a good point – that good service really doesn’t cost more. And the benefits can be significant – like surviving a down economy. Thanks for your comments!