I recently had lunch at a local (and internationally recognized) golf club overlooking Georgian Bay. It quickly became apparent that the establishment put a tremendous effort into it’s image and presentation, while significantly under delivering on the value provided to it’s customers.
Although the atmosphere and food presentation was excellent, the time it took to deliver such small portion sizes quickly reduced any preconceived notions I had of receiving an outstanding customer experience. Interestingly, we had heard similar comments from others who had visited the establishment, proving that an outstanding customer experience may be built on brand and repute, but is quickly demolished when value fails to follow.
By simply obtaining frequent customer feedback, and making small, but necessary changes to service and portion size, this establishment would more than double it’s customer base.
So, what are the lessons we can learn relative to business growth and developing a high volume of repeat customers?
1. Frequently request and obtain customer feedback on service and product offerings.
2. Make continually small improvements to service levels and products, to enhance and build customer satisfaction and loyalty.
3. A satisfied customer comes from repeatedly experiencing a combination of positive image and repute, combined with equally high doses of value for the investment made.
© Shawn Casemore 2011. All rights reserved.