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Customer Loyalty

What do you do to maintain loyalty in your customer base?  Most service, product and equipment providers make the sale, keep in touch few months post sale with the customer and then the waiting begins for both customer and sales person.

How about a loyalty program?  Reminder programs to keep your customer base engaged with what you can offer in terms of services, education and partnership. Here are a few ideas to get you started:

How about:

  • offering educational webinars

  • offering webinars for different markets with solutions for challenges

  • forums for different levels of an operation for engagement and networking

  • sending out polls to ask questions that would allow you to either bring solutions whether it’s products and or programs for your customer base

  • points or incentives for your clients for trade show or conferences

Personalize initiatives that make you and your company memorable, reachable and trustworthy among industry peers.

Make 2018 a year your customer base will remember you! Always an opportunity for new opportunities by paying attention to the customers you already have done business with in the past.

Passionately,

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SERVICE IS PART OF CUSTOMER EXPERIENCE!!

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What is a reasonable amount of time for a company or person to get back to you about a challenge? Is it within the hour, within the day,within the week,within the month? The lowest denomination is the winning amount.

An important part of service and customers’ perception of the business is based on how they do service recovery and power their people. As we have seen in the news lately, poor service and service recovery can put you back 10 steps in the eyes of the customer. It will take a long time to dig yourself out then doing the right thing on a consistent basis upfront.

Employee Empowerment should be included in your policy for services and service recovery. Make your employees’ owners not renters. They will feel accountable and morale will go up.

Other pointers to consider are consistency is paramont in your follow up, get out the positive testimonials, engage with social media and be transparent with all communication.

Move your needle forward to a positive customer experience.

Passionately
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PAY ATTENTION TO WHAT PEOPLE ARE SAYING ABOUT YOUR PRODUCTS, SERVICE AND YOU

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PAY ATTENTION because people do listen.  Careful the things you do, please will see, Careful with how your are seen-attitude, dress, etc..

After reading an article last week and then participating in a webinar it evoked me to write this blog. I thought this is  worth sharing and will give you a perspective on what small and large  foodservice organizations are doing and their expectations.

Vetting strategies on how to choose the right vendor for your foodservice venue:

 

  • Use them for a small project/trial basis
  • Test/determine their problem solving abilities
  • Looking for problem solvers.Are they a problem solver?  Do they just want to sell their service or widget?
  • People who are looking for suppliers/vendors check out what they have done, reference checks especially  the higher the price point of the products/services
  • Time they have been in foodservice business
  • Local nuances that only local/regional vendors know about helps with zoning, energy regulations, water regulations, shipments, etc..
  • Local should understand and it supports local communities, vendors, food and more

How do you find a reliable vendor?

  1. Personal connections
  2. Peer referrals
  3. Trades’ referrals
  4. individual insights on vendors in different regions of the world.
  5. Check websites, internet for references, news, data on that company

After finding the right vendor you need to set expectations: timelines, deliveries, follow up, installation, post sale training.  flexibility is the key- Be honest. Minor time changes, schedules, shipment do occur and let them know how you handle these things if and when they happens. Always a punch list to get things going or in live setting.

Many end users like to take the right vendors (equipment, software, contractors, designers, consultants)along with them place to place, organization to organization once they have established that this vetted vendor understands how to work with them and can get the job done. Trust, credibility  trumps it all.  TRUST YOUR GUT.

Foodservice executives want a partner not just a vendor. say what you mean do what you say!

Passionately,

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