Two “key-foundations” for any successful business are offering Paramount Service and true “Value for the Dollar” with consistency every customer, every time. Unfortunately, missing one or both combined is all too common in service businesses. The end-result is that both the customer experience and the business’ cash register suffer the consequences.
This past weekend, my young daughters and I travelled to Jackson Hole, WY where we experienced far differing service and value at many different types of businesses, restaurants and hotels included. Granted this is a high-traffic year-round tourist destination, and certain businesses may mistakenly believe that repeat business is not as essential as it is in any-town USA, but in the age of on-line reviews this is dangerous thinking. In two of our experiences, these blatant “misses” were so obvious that even my kids were surprised. They had words to say both to me and in online review sites for these businesses.
The bottom line is this: Service and value are the cornerstone of your business image and reputation! Every customer has expectations that are either met, exceeded or fall short. The first line of “offense” is of course your staff. Train them well and train daily in the finer points of paramount service and then as owner or manager, personally audit your service and value equation on a regular basis.
Listen as my youngest daughter tells all about her reasonable expectations, disappointments, excitement and satisfaction from a few of our different experiences in Jackson Hole.
Now go out there and Rock Your Restaurant.
Roger
