I recently had the opportunity to work with a restaurateur who was struggling with a major problem:
increased customer complaints and negative reviews.
As anyone in the hospitality industry knows, this can quickly damage your reputation and cost you valuable business.
The first step we took together was a thorough analysis of their operations - Customer Journey Mapping. We looked at the entire customer journey, the service behaviours of the team at each touchpoint, and the leadership and management team's approach.
What I discovered was eye-opening.
- Not every interaction with customers was positive
- The team seemed unsure at times about how to handle certain situations
- Service behaviours were inconsistent
- Some members of the team lacked enthusiasm
Here are a few ideas on how to address these issues:
- Provide training and clear guidelines for team members to follow in different customer interactions and scenarios
- Encourage team members to take ownership of their roles and responsibilities, and to take initiative in solving problems
- Foster a positive and enthusiastic work environment by recognising and rewarding good performance, and addressing any negativity or dissatisfaction promptly
- Regularly check in with team members to provide feedback, offer support and guidance, and address any concerns or issues they may have
- Continuously monitor and assess the team's performance, and make adjustments and improvements as necessary.
- Seek feedback and suggestions from customers to gain insight into their experiences and identify areas for improvement
- Lead by example and establish a culture of excellence and customer service throughout the business
I would encourage every hospitality business to take a close look at their customer journey and their team
service behaviours. Imagine the possibilities if you focused all your efforts on your team for the next 6 months. Where could you be before the year is over?
Have you ever done an activity like this before?
If not, I strongly encourage you to take the time to do so. The benefits are clear: it could save you a lot of money and hassle in the long run.
Don't let customer complaints and negative reviews drag you down – take action now and start building a better customer experience.
