Follow these steps and your restaurant will capture at least 68% of loyal repeat customers!
A company in the United States once made the following statistics on the customers who came to the store for consumption and did not return:
1% of customers die
3% of customers have moved
4% of customers have naturally changed their preferences
5% of customers follow a friend’s advice
9% of customers choose a better place to spend elsewhere
10% of customers are habitual complainers
68% of customers choose other venues because the original company was indifferent to their needs
Customers are not the icing on the cake - they are the cake. The icing is all about good credit and good profits with great service.
01
Ensuring that customers are repeat customers requires your efforts
(1) Always like customers, even if they don’t like you;
(2) Smile even if you are not happy;
(3) Adjust your mentality and calmly accept bad news or unpleasant schedules;
(4) Special care for customers;
(5) Explain in detail the characteristics of the service you provide and the benefits it will bring to customers;
(6) When you feel that customers need help (even if this kind of help is completely beyond the scope of your service), provide help or provide helpful information and guidance to customers.
(7) Find a way to figure out the customer’s needs and satisfy them (even if the needs cannot be solved by yourself);
(8) Welcome customers to provide suggestions on how to improve your work;
(9) Accept and patiently handle any complaints and problems from customers;
(10) strive to pursue the praise of customers;
(11) Provide services that exceed customer expectations (surprise customers). Attracting a new customer takes more than 6 times the time it takes to keep an existing customer.
02
You need to do everything you can to resolve customer dissatisfaction
Steps to handle complaints:
(1) Listen carefully to customer complaints;
(2) repeat the complaint to confirm that what you heard is correct;
(3) apologize to the guests;
(4) Recognize the customer’s feelings (resentment, frustration, disappointment, etc.);
(5) Explain what action you will take to correct the error;
(6) Thank the customer for raising the issue that brought your attention.
03
Understand the types of customers that are harder to serve
The most difficult customers are:
irritable customers;
chattering customers;
obnoxious/not-so-serious customers;
eccentric customers;
Enthusiastic/dignified customers;
indecisive customers;
domineering customer;
drunk customer;
discerning customers;
Controversial customers;
silent customers;
Customers who care too much about money;
Depressed customers;
overly vain customers;
pretentious customers;
customers with deep pockets;
fickle customer;
Customers who deliberately find fault;
Customers who are obsessed with cleanliness;
suspicious customers;
twenty one. Pretend to understand customers;
twenty two. unreasonable customers;
twenty three. take advantage of customers;
twenty four. overly sensitive customers;
Pursue perfect customers;
Unexplainable customers.
04
Get difficult customers to your side
Step 1: Don’t touch the individual
This is one of the hardest customer service skills to master. (Remember: a customer’s opinion is not necessarily about you personally, even if it appears to be).
Step 2: Stay calm and listen carefully
Achieving this is easier said than done, think more about what you have to say and repeat what the customer has to say to make sure you don’t misunderstand what the guest means.
Step 3: Target the problem, not the person
Find a quiet place to sit, be a problem solver, try to find what your customers need, find ways to meet their needs, and let them know what you can do for them.
Reward yourself when you turn difficult customers into happy ones.
When you are stuck and don’t know how to deal with it, you might as well go to your supervisor (or superior), some problems may be handled by your supervisor (or superior); find out what the problem is and observe how these problems are solved .
05
Recover customer complaints
Step 1: Apologize
Let the customer know that you are sorry for the inconvenience caused to the customer, even if it was not your fault. Don’t be too busy trying to figure out who’s to blame, the first thing you need to do is apologize to the customer and reassure the customer that you will be solely responsible for handling and resolving customer complaints.
Step 2: Quick Response (Repeat)
Repeat the customer’s complaint in your own words, making sure you understand the customer’s complaint correctly and agree with the customer’s feelings. If possible, tell the customer that you are willing to do whatever it takes to solve the problem they have.
Step 3: Empathize
When you reach a certain level of communication with customers, you will naturally understand their questions and appreciate their way of doing things. You should emphasize that their problems caught your attention and gave you the opportunity to correct them. opportunity, you are very happy about it.
Step 4: Compensation
Do what you can to satisfy the customer, as long as you don’t take the entire hotel, and to resolve customer complaints, you try to provide whatever the customer wants, needs, or expects from you. After you resolve the customer’s complaint, you can also give the customer some other things (such as coupons, free gifts, etc.). In short, do something extra to compensate for the unhappiness that has happened.
Step 5: Track
When the customer leaves, see if the customer is satisfied, then, within a week of resolving the complaint, call or write to them to find out if they are still satisfied with you, you can include a coupon in the letter, and be sure to keep it regular in the future contact.
When a customer complains, you should recognize that it is a godsend, because it is an opportunity for the customer to provide you with excellent service.
Remember: such customers are the most likely to become your repeat customers.
06
Convert complaints into repeat customers
The best time to sell is when customer complaints are satisfactorily resolved.
If you listen carefully to customer complaints, deal with customer complaints for a certain period of time, provide additional services to customers, and express sincere gratitude for the godsend opportunity given by customers, then another one Business will be at your fingertips. Think about it, customers are now overjoyed with what you’ve done. They’ve gone from grumbling to elated, and they’re even more than happy to buy again.
All you need to do is do your next service job.
Four before:
Anticipate customer needs before customers arrive;
To meet customer needs, before the customer speaks;
Resolve customer complaints (complaints) before customers are unhappy;
Surprise customers before they leave the store.
To implement the “four before”, it is not enough to just have the concept of “respecting customers as relatives and family members” and the desire to do things well for customers. We must carefully observe customers, figure out customers, accurately grasp customer information, and quickly feedback Act fast.
If one summarizes the various factors that contribute to the success of quality service, it is:
Treat your customers warmly!
Think before your customers!
Meet your customer needs!
Surprise your customers!