1. ADD VALUE
Add value, don’t extract value from customer experience. Seek to provide as much value added activity as possible into each sale to make the customer feel like it the goods or services exceed the asking price. This keeps people coming back, desirous for another amazing experience that went above expectations.
2. INVEST IN YOUR TEAM
Invest time and resource into your team. There is a lot of research that would indicate that investment in your team pays dividends in customer service. When your team feels cared for, they willingly care for others.
3. LISTEN, LISTEN, LISTEN
Listen to your guests. Feedback is everywhere if you look for it. Have a system that allows you to hear the voice of your customer and respond. Similarly look for qualitative feedback in day to day operations. The face of your customers is a great place to start.
4. START WITH WHY
Have clear values that are over-communicated to your team. When your team understands why you are in business and what you value, alignment in effort happens. Alignment multiplies the impact of a team. With everyone pulling in the same direction you can do more for guests faster.
5. ALWAYS KEEP IMPROVING
Make it better. Customers are always being drawn toward the next best thing. When we stop innovating we can fall behind quickly. Be the first to think of what’s next for the sake of your customers.
This blog was written by our friend Travis Kuhn, Executive Director of Chick-fil-A Cartersville.
