What Makes You Feel Appreciated?
Like everyone else in the country, I’m paying more attention to where I spend my money, and nothing makes me question a buying decision more quickly than feeling unappreciated because of poor customer service.
For example, a few weeks ago, I was out running errands and stopped at a mid-priced eatery and decided to pick something up to take with me. This particular restaurant isn’t one of those fast-food places with a 99 cent menu, but it isn’t a full-service restaurant either. It has a nice waiting area for take-out orders and I was pleasantly surprised when they offered me a free drink while I waited.
Later that weekend, I again found myself eating out. This time my husband and I chose a moderately-priced chain restaurant that we both enjoy. From the moment we were seated, our waiter was attentive, almost to the point of annoyance, but he anticipated our every need throughout the meal. We never once had to look around to find him, never had to ask for drink refills, we didn’t even have to ask for a to-go box!
My next dining-out experience was for a special occasion and my husband and I, opted for one of the nicer restaurants in town. Cozy tables, linen table cloths, and we knew, from previous visits, that the food is very good. We waited for several minutes at the hostess stand while waiters scurried around busing tables and practically tripping over us — but never even acknowledged that we were there! We were finally seated and I thought surely we were over the rough start. But that was not to be. They were out of their signature bread, we were missing some cutlery, we were constantly out of drinks - and not a waiter in sight. We even had to wait for our check. The worst part of the evening was when I noticed on the way out that the entire wait staff was lounging on one of the banquettes and none bothered to thank us on our way out.
Here’s what I’ve learned. My expectations were exceeded in the first two restaurants. I felt appreciated, and even though the ticket amount was relatively small, the level of customer service did not falter. My business was not taken for granted. Restaurant number three, however, has probably lost my business.
So my question to you is this: What makes YOU feel appreciated? Is it a friendly smile, an unexpected treat, attentive sales people, having someone anticipate your needs?
None of us can afford to take our customers for granted. Every day is an opportunity to let them know that their business is appreciated. Are you living up to your customers’ expectations?
It doesn’t take much to create a pleasant experience for our customers. Think about your favorite places to shop. Why do you go back? Why do you choose one store over another? Find those satisfaction points and apply them to your business.
Take a look around your place of business. Start at the curb and work your way inside. Does your facility say, “Welcome, we’re glad you’re here” or is it telling your customers that you can’t be bothered? Tenants are watching where they spend their money, too. Don’t give them a reason to feel unappreciated and take their business elsewhere.