Let’s explore what makes your store an awesome experience for your customers.  For this discussion, I’d like to use restaurants as an example but the same theory applies to all businesses.

There is the obvious difference of type of food but, what really sets you apart from the rest?  What is it that you provide your customers that they appreciate and enjoy.  Do you provide them with a better atmosphere, friendlier staff, better service or something else?

It is important for you to be aware of what it is your customer appreciates about your establishment and make sure that you and your staff continue to provide that for them.  It is just as important that you be aware of what your customers do not like.  The better the experience for your customer, the better the chances are of him or her returning.  New customers are great but the repeat customer is the one that is going to “spread the word” and that’s organic.

Ok, maybe you are unsure of what your customers enjoy about coming to your store.  If this is true, then maybe it’s time for you to get in touch with your customers.  While what’s happening in the kitchen and in the office are very important, without your customer you have no business.  Following are a few things to consider when evaluating your customers experience.

• What is the feeling your customer gets when walking in the door?  The first impression is very important.  Do they understand immediately what they are supposed to do (be seated, wait to be seated, etc.)?

• When they are greeted are they made to feel welcome?  The initial contact could set the tone for their entire experience, good or bad.

• Does the staff try to make a connection with the customer?  If the customer feels the waiter or waitress is enjoying working with them, the customer will have a better experience.  It will also be more enjoyable for the staff.

• Is the amount of attention paid to the customer the right amount?  This may vary by customer but it is important that the staff be intuitive enough to determine if their customers need more or less attention.

• When leaving, was the customer asked how their experience was, thanked for coming and invited to return?  The experience must be consistent from the time they walk in the door to the time they leave.

Well, I think you get the idea.  Again, while I used a restaurant as my example, this applies to all businesses.  No matter what your business is, you have a customer.

Please feel free to share your thoughts on this post and if I can clarify anything I have said, don’t hesitate to contact me.