When it comes to customer mindset, you may be familiar with the phrase: “The customer is always right”.
You may not agree with it, but it is essential to any progression if you are competing in the hospitality industry.
I mean, have you ever heard anybody say; “the staff are always right”?
Didn’t think so.
Now that you know it is important, we are going to tackle why and how you should go about achieving it
So, let’s get started…
Why is a customer focused mindset so important?
Have you ever heard of any company that has succeeded in a competitive market without putting their customers firms?
We know, you haven’t.
Customers, essentially, are everything and installing a mindset into your employees and salespeople that is focused on your customers will produce the results you are looking for, if not exceed them.
What does putting the customer first mean?
In simple terms, it is putting the needs and requirements of your customers ahead of everything else – providing them with the best possible experience. This helps you build healthy relationships with them. Leading to greater customer retention.
How do you achieve a customer-focused mindset?
Having a customer focused mindset should not be one of your business strategies, it should be part of your company culture.
How do you do this?
There are a few things to assist you in integrating the perfect customer focused mindset:
Start somewhere
Do an audit of your current customer orientated efforts and set a benchmark. This way, you will be able to measure the improvement that will come with the changing of your company culture.
Put yourself in their shoes
Believe it or not, your customers are people just like you and me and as a result you should have a certain amount of empathy for them.
Start by listening to your customers. Not just hear them speak, actually listen to what they have to say – and look for signals that will prompt the most human of responses, it helps build the trust that a customer needs.
To do this, we recommend that you treat everyone in the organisation like a customer, from the CEO the first-line of employees.
Personalise the Experience
In today's competitive market, one-size-fits-all approaches just don't cut it anymore. Customers crave personalised experiences that cater to their unique preferences and interests. Take the time to get to know your customers on a personal level, whether it's through loyalty programs, customer surveys, or simply engaging in meaningful conversations. Use this information to tailor your products, services, and interactions to each individual customer, making them feel valued and appreciated.
By personalising the customer experience, you not only enhance customer satisfaction but also foster loyalty and advocacy. When customers feel understood and valued, they're more likely to return to your establishment and recommend it to others. Plus, personalised experiences can lead to increased sales and higher average transaction values as customers are more inclined to make repeat purchases and explore additional offerings that align with their interests.
So, don't underestimate the power of personalisation in creating memorable customer experiences. Embrace technology and data analytics to segment your customer base and deliver targeted messages and offerings. Whether it's a special birthday discount, personalised recommendations based on past purchases, or a handwritten thank-you note, small gestures can go a long way in forging strong connections with your customers.
Know where the line is
Sometimes, employees will take it too far in trying to please the customer, which causes major backlash and may negatively affect the reputation of your brand.
By all means – go to all lengths to keep your customer satisfied, but know where the line is and don’t cross it.
Communication matters most
Be available whenever your customers need you – to a certain extent of course. But the more communication you have the better.
Constant communication shows you are working hard to keep them satisfied, leading to a strong, trusting relationship.
Constantly learn and adapt
Consumers needs and wants are constantly changing, and as a business who is focused on satisfying them, you need to be able to adapt and change with them.
If you don’t, you risk falling behind in the market and letting your competitors take over.
So, stay on top of things and be a few steps ahead. Know what your customer wants before they do.
When it comes down to it, listening to the customer and understanding where they are coming from is imperative. Making sure their customer experience is one they always remember, and for the right reasons, is vital. So make it one to remember, make it an efficient experience and listen.