J.Adrian Gomez CV & Profile.                   

Service industry.

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Customer service employees sometimes seems to be incredibly busy, or incredibly inefficient, In my research, employers and employees in the customer service industry have been chasing too many rabbits for far too long without reevaluating, prioritizing, and realizing what's the reason why, do we open the doors every day?

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How bad does customer service has to be to turn clients, into executioners? Clearly, we must act on fresh initiatives for motivating almost critic mission employees, and self-collapsing policies.

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Wrong-Inexperienced staff and management, lack of accounting skills, poor customer service, poor quality products and/or execution… What is happening?

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We never get a second chance to make a first impression.

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Does our team members feels Interested, engaged, inspired, motivated, connected, and convinced about their roll in the business?  Would you like your guests, or customers to feel it too?, because certainly this is far to happened right now in many places, do am I right?.

Do you feel the need, and urgency to create a warm, welcoming and appealing atmosphere?

 “A man who chases two rabbits catches neither.”
-Chinese Proverb
 

 

A typical business hears from 4% of it's dissatisfied customers, it means that for every customer who choose to complain, 26 other customers remain silent. 

 

Any business with customers is in the "people" business, although your customers won’t love you if you or the staff bring bad service, your competitors will, and ther's lots of new places, concepts and options.

 

News of bad customer service reaches more than twice, as many ears about a good service experience. 

 

Prevent embarrassing times to address unhappy customers, avoiding to create the unnecessary extra task to do everything in our power to remedy unprofessional situations.

 

It's not only worth keeping a business, but also avoiding any negative word of mouth exposure, which causes much more impact than good comments.

 

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one, customers feedback is gold.

 

Wonder if there's an internal processes to track complaints and go about fixing them? Or a system to do everything in your power to make it really easy for customers to give feedback and tell you about problems they are having? It takes time to sift through feedback, but the value added is worth it! 

 

When guest share a story, they’re not just sharing pain points, they are actually teaching us how to make our product, service, and business better, and the customers are never the problem.

 

Small restaurants can differentiate themselves from large competitions and win over new customers with great service. 70% of a dinning experiences is based on how our guests feels and how they are being treated.

 

91% of unhappy customers will not do business with you again. Is an obligation and a duty to resolve a complaint in the customer's favor and they will do business with you again 70% of the time. 

 

Customers shows appreciation for great service with their wallets.

 

Almost 9 out of 10 consumers say they would pay more to ensure a superior customer experience. 

 

Competing on price isn’t the most effective way to build an enduring business. Great service, delivered time and great food is defensible against the stiffest and most well-funded competition.

 

The most requested improvement from customers is: Better Human Service. 86% of consumers quit doing business with an establishment because of a bad customer experience. 

 

Employees only ask for the customer’s name 21% of the time, people has a name 100% of the time, and they like hearing it.

 

The top two reasons for customer loss are; Customers feel poorly treat, and failure to solve a problem in a timely manner...

 

There's no substitution for knowledgeable, human service. 

 

Results from HR at the time to select personal, eye, analysis, and experience to hire people. A profile's candidate, interview's answers, body language and patron conducts behavior during the interview are key factor for a potential good employee, which can be a pearl and a great asset,  hard but not impossible to find, to polish and bring the proper training, to count with an available, authentic, enthusiastic and professional individual on the other side of the table, to bring the best possible professional service and also, be there to listen if something goes wrong, as it it essential.

 

Researchers bring this curious results; "People's tweets about their dining experience and service every week reflects that roughly 80% of those tweets are negative or about a critical in nature" 24 hours or less is widely considered an acceptable email response time, 41% of consumers expect an e-mail response within six hours, and only 36% of service providers responded that quickly before they escalate, losing an opportunity to wow them before is too late.

 

The single most important thing is to have happy and satisfied guests, If the team is making people happy, as a side effect, they will be happy to open up their wallets, pay and comeback.

 

You can differentiate from competition by WOWing customers, and not just trying to compete on price. You have from 5-20% Probability of selling to a new prospect and 60 to 70% Probability of selling to an existing customer, so good prices are great, but not essential.

 

All the people can understand inexperienced people under pressure, many can be seriously unprofessional, but nobody accept rudeness twice.

 

 

Why employees get mad?

Are they too young? Are they hungry, working for long periods without food? Do they have the right of beverages during their shifts? Are they really under so much pressure? Do they count with helpers ( Busser-busboy ) ? Not enough waitress/servers? Do they have one or more supervisors in turn to greeting guests and constantly check the operations performance? Do they have time enough to do the side job? Time to do sells and bring at the same time quality service? or do they have only multiple tasks and pressure? Or, do they have a simple bad attitude and they don't like their jobs?...