First impressions are crucial for not only attracting customers, but also for creating a platform to build customer trust and confidence. That’s why it is so important to ensure that your customers’ initial service experience is positive. That way, you can cultivate a feeling of satisfaction that turns into one of lasting loyalty.
I recently read an article in my local newspaper about a new restaurant where the essence of making a great first impression centers on paying attention to the smallest details. The owner said he is adamant about ensuring customer satisfaction at the onset by adhering to these three simple, yet impactful, procedures.
1. Before any meal is served to a customer, it is inspected twice (by himself and one other person) to be sure there are no imperfections in the food’s preparation or presentation.
2. Servers are trained to keep noise to a minimum by carefully opening and closing drawers and by not clanking plates together when clearing tables so as not to disturb the customers’ dining experience.
3. Every customer is observed while dining so servers can be attentive to their needs. If they order immediately, they are likely in a hurry. If they linger over their meal, they likely want to enjoy an extended dining experience.
Taking a cue from the restaurant industry, put your shop under the microscope and inspect every aspect of it through the eyes of your customers — looking beyond the nuances that customers typically expect. Only then will you have exceeded expectations and set the table for turning first-time customers into life-long supporters.
