The difficulty with customer service (and ultimately customer satisfaction) is how subjective service and its delivery can be. It is always the small things (the devil is the details) that make a difference as well as a positive and long lasting impression on customers. Therefore making the right first impression is not only vital, it is essential a constant and continuous high level first impression is delivered at each touch points of the customer journey.
Unfortunately in some restaurants (as in many other industries), service or the standards of service are all too often not taken seriously enough.
• Organisations do not have a vision and clear values (or one that they live by)
• Customer journey does not get mapped out in details
• Staff do not get trained
• Standards and performance do not get monitored nor measured
No matter the original level of success or company ambitions a culture of mediocrity will inevitably develop and set in time. High performance and a subsequent 9/10 out of 10 rating in customer satisfaction can then only exist sporadically or within “pockets of resistance” in these organisations or departments.
In life as in “Service” everything starts with self and this is what The Golden Rule of Service number 8 is about-Treat others the way you would want to be treated.
99.9% of people would agree with this rule. Still bad service as a result of a poor performance (whether individual or collective) happen all too often because of a lack of ownership and KNOW HOW TO.
Customer Service for me is like the conveyor belt of a car factory.
Car manufacturers produce cars all over the world in different factories. No matter where they are made each model from a particular car brand are all exactly the same and wherever the dealership they are bought in.
At each car brand factory the raw materials/products get processed at the beginning of the conveyor belt and in the end every cars are built alike because each touch points of the assembly line have been mapped out in a systematic and logical order and follow a rigorous standard process involving regular quality checks.
Customer Service (in any sector or industry) is just similar.
At one end of the service conveyor belt, the raw product/material starts to be processed (ie the customer) with the objective to produce at the other end-a happy and 100% satisfied customer.
The only difference with a car factory is that in customer service we are dealing with humans (not machines) so there are 2 sides to work on simultaneously on the conveyor belt to ensure both customer satisfaction and the financial/commercial business success.
• The service/technical side of service. Each and every customer touch points
• The hospitality/how you make people feel side of service
The customer service conveyor belt concept is simple and very effective. It does require a little effort in the first instance however to map out each customer touch points as well as decide and agree the related high standards.
Action is always eloquence and the results speak for themselves. So do not wait any longer-map out your customer journey, get on the customer service conveyor belt and make excellence a habit!