Franchisees can boost their bottom line when they fine tune the customer service standards. Here’s how…
- Make the customer feel welcome when they enter the store. people like to feel appreciated and are much more likely to purchase from someone with whom they have developed a connection
- Take time to understand what the customer is there for and ask them if your solutions are meeting their needs.
- Ensure that frontline staff are well trained on the key benefits and features of the products and services you offer and how different customers might use them.
- Highlight the loyalty programs on offer and ensure staff recognise loyal customers for their continued patronage with discount and bonus offers.
- Make sure staff are aware of any procedure or policy listed on the website or in advertising, and know how to follow it properly.
It is also important that companies reward front line service staff who go the extra mile to provide exceptional customer service.
When staff are recognised for their efforts it comes across a lot more genuinely than when they are only doing it because they are told to.
- Robert Jarmyn is sales and marketing director of Mystery Customer, a business that specialises in mystery shopping services across a wide range of industry sectors
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