Sometimes, the smallest, seemingly insignificant act, gesture or word to your customers can catapult your customer service, customer relationships and customer experience to the moon.
Last Friday, I had meetings in New York City and had lunch at “Metro Café,” a salad and sandwich shop; this location was at 839 Seventh Avenue at 53rd Street (zip code 10019). I ordered a sandwich and picked up a bag of low fat potato chips. The cashier told me that my sandwich included a bag of Lay’s potato chips (bonus with purchase) while the low fat brand cost extra.
My colleague Bernie also purchased a sandwich and took the Lay’s chips; and I doubt we would have compared the costs of our lunches, so the extra cost of my chips would have gone undetected.
I was floored, and of course threw my diet to the wind…and went for the freebie.
This cashier who turned out to be the store manager caused me to freeze in my tracks. The cost of the other potato chips was $1.49, not a sum to worry about. But, as a percentage of the cost of the sandwich, a relatively high percentage.
I truly appreciated the manager’s sincerity, caring and interest, and if I’m in that neighborhood, I would definitely return to Metro Café. And the sandwich was good too; I didn’t need the chips though.
1. Make sure your signs are displayed clearly and prominently. I did not notice the sign or menu description that said my sandwich included a bag of potato chips.
2. Take the extra step to create personal connections and individual interactions with each of your customers.
3. Hire people who care about your business and who care about other people, namely your customers!
4. Set guidelines and organize training so your team members treat your customers as you want.
Then, You and your business will stand out from the crowd and you will generate loyal customers, expand your repeat business and improve your cash flow.
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management, manager, run business, profit, cogs, cost of goods sold, revenues, sales, costs, gross profit business plan, investors, finance, profit, organize, plan, map, budget, resources, mission, goals,milestone, capital, vendor, supplier, employee Eric Gelb, Gelb, Joe Gelb EIN














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