The retailing industry is one that gets complaints very often as its primary aim is customer service. So it is important to provide customers with excellent service that will make them come back. A research conducted by TARP revealed that on average a dissatisfied customer will tell about 10 of his/her friends, and in turn they will each tell another 5, which comes up to a total of 50 people.
Nowadays with the internet, blogging, twittering and social media networks, a dissatisfied customer can make an even bigger damage to your business.
Take for example Giles Coren. He posted a bitter remark on Twitter about how he was dealt with by a restaurant that had charged him twice for the same bill. This can potential really harm a restaurant’s reputation.For every complaint a restaurant hears, there are bound to be a few others that feel the same way but have not expressed it. Most of the time complaints are reasonable (there are some that are crazy and are complaints for the sake of complaining).
Consistency in customer service and products is the name of the game. You have to provide every customer with the same level of service to garuantee repeat business. Repeat business generates 95% of a restaurant’s revenue.
GBI ensures that there is rigour and consistency in your business and puts into place methods and processes that will gurantee that all staff work to the company’s standards. Do get in touch with us to learn how we can help you embed that consistency throughout your organisation.
email: info@gibsoninfrastructures.com
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