A smile will always win over people. Being friendly will almost always guarantee you repeat customers, and happy customers at that!
My mother and I have frequented Portinos Restaurant for years because it’s the closest restaurant to her hairdresser; we make those outings half-day occasions to hang out together so convenience is key.
Real World Story: In the past, the food has been really good, but NEVER the service. We’ve put up with BAD service because of the food. However, after the turnover of several new owners, the food quality took a dive, so my mom and I went elsewhere.
However, about a month ago, we decided to try Portinos again.
I called the restaurant to place a to-go order. In the past, when they answered, they would simply say, “Portinos.” I’d say, “Hi.” I’d then place my order. They would ask, “What’s your phone number?” This always made me feel weird. Why do they need my number? Are they adding it to some list? Are they going to use it for marketing? An explanation would have been great.
This time, however, the phone was answered by a friendly male voice that said, “Portinos Pizza, who do I have the pleasure of speaking with today?” I nearly fell off my chair. Who was this friendly individual? Did I call the wrong number? He proceeded to take my order in the friendliest tone. At the end of the conversation, he said, “Okay, Barbara. Drive safely getting here.” What? I couldn’t believe it. He remembered and used my name.
During my drive, I was excited to meet this individual and find out why the heck he was he so friendly.
When I arrived, a young man behind the counter greeted me with a huge smile. I told him I had a to-go order, and he said, “Oh, you must be Barbara!” We had a bit of time before the order was ready, so I asked him what made him so good at customer service. He said he’d been trained in his old job, AND his father now owned this restaurant. Naturally, I complimented him on his outstanding service.
When I was on my way out, he said, “Thanks for coming in, Barbara!” Again, he used my name.
Wow! What a wonderful experience, and it sure didn’t take much of his time.
Can you guess where my mom and I eat every time we go to her hairdresser? That’s right, our favorite pizza place—Portinos.
Strategies that Turn it Around:
- Make a lasting first impression. How you greet customers in person, and especially over the telephone, matters—greatly. Within seconds of your interaction with customers, they will know whether or not you care about them and their service needs.
- Explain procedures. While company procedures may be second nature to you, customers don’t always know why you need certain information about them. If you need a phone number, for example, state why you need it. For example, “In case we get disconnected/To process your order more efficiently, may I please have your number, so I can call you right back/so I can track your order.”
- Remember and use customer names. Nothing is more reassuring and familiar to customers than your use of their names. “Thank you, Barbara.” “We’ll see you again real soon, Tom.” Using customer names is a sure way to make customers feel like individual people and not the next number in line.
- Smile and BE friendly. A smile will always win over people. Being friendly will almost always guarantee you repeat customers, and happy customers at that!
Remember: The basics of customer service are time-tested and proven. They don’t take a lot of time during your transactions with customers. But they sure go a very long way to making sure your customers are always happy and eager to return to you.
How do YOU incorporate the basics of customer service to guarantee that you delivery great customer service all the time? Please share your comments and stories.