Unexpected Discounts Can Extend Customer Loyalty

Christmas is here. Some businesses give their customers a surprise gift, a discount.

I love BBQ. A few years ago, I ordered a ¼ slab of BBQ rib dinner at one of my favorite BBQ place in the city. During the holiday season,  I had ordered the same dinner before and knew the exact amount of the order. , I remember I had the exact change ready.

The cashier told me the total and it was less than I usually paid.  The cashier said “Merry Christmas, we took 10% off your order. The owner wanted to thank you for your business. I thought that was very cool and nice.

The notion that a business owner would say "thank you" and give an automatic discount without a coupon or code, just because he could.

I started to look at different ways that some business give discounts and if they are effective.

One awesome discount I found was when a couple had their one-year old baby in a restaurant. The baby was very good, no crying. When the couple’s bill arrived they received a $5 discount for “Well Behaved Kids.”

What a surprise for the proud parents and what kind of feeling they experience. Are they going back to that restaurant? Heck, yeah!

As a business, you can have some fun like have your customers order in a different character or person’s voice like Captain Picard from Star Trek: The Next Generation or Nic Gage for a discount.

One thing that I have noticed when I am in a restaurant is someone who has their cell phone on the table during the meal and constantly checking it. 

One restaurant in Los Angeles gives a 5% discount on a meal for those who surrender their device before being seated. 

The owner said “ It’s about two people sitting together and just connecting, without the distraction of a phone…create ambiance where you come in and really enjoy the experience and the food and company.”

A discount and promoting human connection is a total win-win for the customer and the business. Surprise the customer, something unexpected at the right moment like at the counter or when bringing the check out.  What a great way to build customer loyalty and have fun.

 Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

 Hello, May I Help You, Adventures In Customer Service posts each week.

 Sources:

mashable.com/2012/08/19/discount-restaurant-no-phone/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+mashable%2Fmobile+(Mashable+»+Mobile+Feed)
http://abcnews.go.com/Lifestyle/restaurant-family-behaved-kids-discount/story?id=23701363

We Are Moving You To The Counter, Others Need Your Table

One Sunday morning, I decided to have breakfast at a locally owned restaurant in my area. I brought in some books and a magazine and was seated at a booth. The restaurant was not that busy. I had eaten there before, the service was good and the food was alright.

I wanted to eat somewhere that had family feel to it without the restaurant chain-store sameness. I wanted to relax, enjoy some food and read.

 As I was eating I noticed the restaurant was getting busier. After eating my breakfast, I kept reading. The lady from the restaurant came up to the booth said they wanted to move me to the counter because they had customers who needed the space and I was there alone. I was somewhat shocked and little disheartened by that treatment by the restaurant.

 

 I wondered what my rights were. Could they do that? Of course, they could, they own the place. Maybe not, a few years ago, a steakhouse owner in Louisville, Kentucky asked O.J Simpson to leave his restaurant.  Later, the owner said “I didn’t want to serve him because of my convictions of what he’s done to those families.” Question: Was the owner’s actions legal or illegal? Simpson did intend to file a lawsuit against the restaurant alleging his ejection was about race and not being a high profile customer. Later, he didn’t follow through with the suit.

 Restaurants do have rules they must follow. They are allowed to implement neutral customers conduct rules, dress codes or other neutral admission policies. Such policies must apply equally to all persons regardless of their race, color, sex, gender identity or other protected characteristics. The policies and laws vary from state to state.

For example, in California, the Unruch Civil Rights Act, enacted in 1959, states “All persons within the jurisdiction of the state are free and equal, and no matter what their sex, race, color, religion, ancestry or national origin are entitled to the full and equal accommodations, advantages, facilities, privileges or services in all establishments of every kind whatsoever.”

 I thought I should get a refund, but I didn't speak up and left which is I'm sure, is what they wanted.

 I've never eaten at that restaurant again. I still ride by and they're still in business. I never told anybody about that treatment I received from the restaurant.

 As I've been writing this blog, I've had to go into the vault of my good and bad customer experiences. As a bachelor, I often eat alone in restaurants. On occasions, I've been seated near the kitchen and placed at the smallest table available. One time, I asked the server, if I get another table, she gave me a look and went on to explain the table seating is based on one. Ouch!!! It's not even Thanksgiving and I'm relegated to the children's table for a meal that I'm paying the same price as someone that has someone and a better table.

 

Personally, I avoid going to a restaurant on a Friday or Saturday evening. Is this the Curse of the Alone Diner?

The NPD group, a consumer market research firm found out that 60 percent of Americans eat breakfast alone and 55 percent have lunch alone. As for dinner, 32 percent have dinner alone.

 

Now, there may be a social life preserver thrown to the Alone Diner. The downside is that we may have to travel to Amsterdam to be saved from bad Alone Diner treatment.

Eenmall is a restaurant in Amsterdam that has only tables for one. It offers a four-course meal including drink. There is no Wi-Fi, diners are encouraged to read physical books and magazines.

There may be some hope here in the states. The U.S Census Bureau revealed more people are living and eating alone than at any other time in history. Nearly one-third of all current U.S household have a single person in them.

Some restaurants are making an effort to accommodate the Alone Diner. Restaurant trenders say they’re seeing a larger emphasis on restaurants that have more two persons tables with faster wait times and smaller menu items that are geared towards individuals.

At New York City’s based Union Square Hospitality Group, the servers are trained on how to interact with the Alone Diner. The customers are offered a couple of table locations along with reading materials, if desired.

 Here are a few concepts that restaurants can be used to increase their share of the profitable Alone Diner pie:

    Spend the time and effort to hire the right people with good personalities to interact with the Alone Diner.

    Outline the behaviors you expect from your employee, the way they should act, speak and respond to the Alone Diner’s needs and requests.

    Establish and maintain on-going customer service training on a recurring basis.

    Give incentives to employees who demonstrate great customer service. Employees want to be well paid, but they would like to be treated with respect and shown appreciation.

 Here is a kicker, a Gallup Poll survey revealed a customer who is emotionally bonded to your place of business is likely to spend 46 percent more money that a customers who is just satisfied, but not emotionally bonded.

This is very true to be “emotionally bonded” to a restaurant. I have found a restaurant that I have an “emotion bond” where I am treated the same whether I am dining alone or with someone.  My average bill is about eight to nine dollars and I visit this restaurant about once a week.  My average spending at this restaurant is 50 weeks x $ 9.00 = $450.00.

The reason I eat at this restaurant because I can read and work as long as I want without the threat of being kicked out plus the food is really good. One day, I was writing and got into a groove. Seven hours later, no one ever asked me to leave, they just kept refilling my hot tea.

It takes some guts to eat alone in a restaurant, but it is our right to be served and treated as if we were part of a “party of five.”

 

As we end with each blog post, the mantra, Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

 Hello, May I Help You, Adventures In Customer Service posts on Wednesdays.

 Sources:

Eating Alone by Design: An Entire Restaurant With Tables for One http://www.businessweek.com/articles/2014-04-24/eating-alone-by-design-an-entire-restaurant-with-tables-for-one

http://www.theguardian.com/lifeandstyle/wordofmouth/2013/dec/18/eating-alone-no-shame-lone-diner-table-takeaway   

We Eat Half Of Our Meals Alone

http://www.huffingtonpost.com/2014/08/07/eating-alone_n_5658532.html

http://www.cnbc.com/id/101899818#.

http://www.today.com/money/eating-alone-new-american-diner-goes-solo-1D80049574

http://www.gaebler.com/Denying-Service-to-Restaurant-Customers.htm

Front-line Employees Are Key to Customer Service Success http://humanresources.about.com/od/customerservice/a/serve_customers.htm

Where Is The Trust? Crossing The Line Or Not!!!

Recently, I had a starter replaced in my car at a auto repair shop that I have gone to before.  Over a year ago, the shop gave me a huge rundown on what was wrong with my car, it was something I didn't ask because I was there for a specific repair. The shop manager presented me a rundown that was two pages. Ouch!!!

This time, the shop manager told me I should consider getting another car even though my car still runs fine and all it  needed was a new starter. Then, he told me, he had a personal car for sale. The car was totally not me.

I thought about the moment, if he was telling me that my car which was still running good,  should be replaced, so I would buy his car. My car isn't in the greatest shape, but it gets me from here to there.

Is this a good business moment that is in the best interest of me (the customer) or was the shop manager trying to sell something that benefits him personally.

Can I really trust the shop manager to give me a true evaluation of my car situation? Or was the shop manager making the situation seem worse to make a sale.

Could I be looking at this situation, too hard and he's actually looking out for me? I'm not sure.

Has this happen to anyone else?  Leave a commit below.

As we end with each blog post, the mantra, Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.

Verbal Confrontation At The Counter

One afternoon, I went to get take out from a business that had opened up about five months before.  The food was good and the service was coming along. The counter-people seemed confused on what they were doing. But, they actually got orders right. Owner A as I will call him, directed the crew in a pleasant manner and helped them.

The business had two owners running things as I could observe. Owner B seems like he was just there, not doing much. In fact, I saw him perform the task of changing the channel of the TV in the dining area.

The business had people coming in and ordering.

Months later, I drove by the business and it was closed. A few months later, I was riding past the place and it was open again. Another day, I went in for a take out meal. Owner A wasn’t there but Owner B was there.

I had ordered my meal from Owner B and was waiting at the counter. I was the only one in the place. Then, a female employee walked in with her son and she went behind the counter to start work. Owner B started yelling at her about something. The employee was clearly upset about something and trying to get her composure to work.

Owner B kept in on her. Then, her son who was a least 20 years old starts cussing at Owner B, not to speak to his mother like the way he was. Owner B who has been standing behind the counter starts a verbal argument with the son. The mother/employee intervenes and tells her son to leave. Reluctantly, he leaves.

Owner B tells the mother/employee that he is going to call the police on her son. She said he didn’t have to do that. But, he shouldn’t  have spoken  to her the way he did.

As a customer, I felt very uncomfortable witnessing the confrontation and didn’t feel safe.

Owner B never apologize for what happen in his place to me. Plus, I got a glimpse how he treated his employee. I thought I do not want to give this guy and his business my money.

It has been a few months since the incident. I drove by the place and it is still in business. As I drove away from the business, I hoped that Owner A was a at the counter.

Remember the mantra: Plant Service, Harvest Money.

Hello, May I Help You post on Wednesdays and Fridays

Ask for Tuna Steak, Instead of Fish

It was Friday, fish day. Lots of places were serving fish. I was not in the mood for fried fish. So, I went to one of my favorite coffee house that serves food.

On the menu, there was grilled tuna steak in the garden.  I love tuna steak but I didn’t want a salad.

Jimmy, the coffee shop owner, came over to shake my hand as usually does when I come to the shop. I asked him, “Do you still make the Tuna Steak melt?” He said “We can do one for you.”  The melt wasn’t on the menu. He told me, he would get the manager who knows the computer system to order the sandwich which was not in the system.

I sat down at a booth. Within minutes, Tiffany, the manager came over and took my order. I didn’t have to leave the booth. She explained the meal would be slightly more than a regular melt sandwich because of the tuna steak. I was fine with that.

I would gladly paid more for exactly what I want.

Jimmy made that happen. All I did was ask. His friendly manner towards me and other customers I’ve seen him interact with on several occasions.

Great customer service is getting to know your customers to the point that they can ask you any question about regarding your business. You can answer them with service that shows you care and value them as a customer whether they are a regular, sometimes or new customer.

Remember to Plant Service, Harvest Money

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.

Follow at  @artbyrdview

Word of Mouth: The Kiss of More Money or the Kiss of Death and No More Money.

Most of us have cars. At some time, we have to deal with getting them repaired. Repairs are way of life when owning a car.

But, what happens, when you get your car back after the repair at most auto repair shops. Our cars basically look the same with the white paper left on the floor.

How do you feel?  Like, you just got back in the same old car.

Dirty Car

I had a friend whose car was serviced. It was so dirty afterwards, she had to call the shop to have the car cleaned. Her loss time in driving back to the shop and the frustration that she had to endure. The shop should've known the car looked terrible. But, they did nothing about it.

According to the Inc.com article, The Powerful Reach of a Happy Customer (Infographic), between word of mouth and social media, the average customer will influence a shocking 42 other people for every positive experience, they have with a company.

How did I find out about my friend’s story? I wasn't at the shop with her.  She told me.

BMW Service

I have another friend who has a BMW. The customer service story is different. Each time, her car is serviced. They wash and vacuum the car. After the repairs, the wash and vacuum the car feels brand-new. That is the feeling BMW wants their customers to have. With service like that, where and what will be my friend’s next car purchase.

I will let you answer that.

What does it cost to make the customers experience with your business, service or product special. Not much, just some thought and compassion.

A Suggestion For the Repair Shop.

Hire someone to wash and vacuum cars after repairs at your shop. The extra business from this little adjustment will make up the difference in hiring someone to do the washing and vacuuming.

Make sure the customer feels extra special and that can result into extra cash.

The 2012 Customer Experience Impact Report (CEI) states 86% of consumers say they would be willing to pay more over the standard price in order to ensure a superior customer experience.

Could your business, product, service or brand benefit from 42 people knowing how great your customer service is?

As we end with each blog post, the mantra, Plant Service, Harvest Money from the book, The Magic of Thinking Big by David Schwartz

Sources: The Powerful Reach of a Happy Customer (Infographic) by Laura Montini from Inc.com.  @LMMONTINI

The 2012 Customer Experience Impact Report (CEI) http://customerthink.com/customer_experience_impact_report/

Hello, May I Help You, Adventures In Customer Service posts on Wednesdays and Fridays.
Follow at  @artbyrdview

The Store Map To Great Customer Service.

Front Liners

Employees are the front liners. This means they are the first contact that the customer has with your business, service or product. It is your job as a owner and manager to make sure they are giving good service. Train your employees to give good service.

Color and Age

I have seen front line people treat certain customers different because of their skin color or age.  You need to make sure your employees are trained to see everyone equal or green. Green as in money.

When a person of color or a certain size goes into their wallet.

They do not put out a black, brown, or pale dollar. The dollar is green and worth something. The customer should be treated as green. If the employee wants to think in terms of color, it should be gold. The customer is golden.

It doesn't take much time to discuss with employees on how important good service is and give them suggestions to how to give it.

Walk in-Extra Special

Walk in business are usually at stores and shops. There is an advantage, you didn't have to go after the customer. They walk in freely on their own will.

They are looking to buy. They should be treated extra special.

Have you ever walked into a store, looking for something? People who work at the store walked by you and never ask you if you need assistance.

Greeter

 I went to on a Saturday morning to a home improvement store known for the color orange. Right at the entrance, there was a woman from the store she greeted me and asked if I was looking for anything. I told her what I needed. She knew the store and directed me to the exact place I needed to go. I was out of the store in less than 5 min. A true bonus for the usually time exhausting Saturday.

Usually, when I go to the this type of store, I feel like I'm on a Safari for what I need. Going from aisle to aisle to locate store associate or discover where the product is myself.

Store Map

One suggestion for the stores is to provide a map when the customer comes in. The greeter person at the door could circle or draw a line to where the customer want to go. At the register, the customer could give the cashier the map and they could recycle it in a recycling bin. Making the company green.

Saving the customers time can be a super service for them.

Give the customers directions for spending money in your store and who knows they amy purchase more because the stress of locating that one item is lifted and they may look for more items that they may have to purchase. A map of the store could be their own personal treasure map. The customers’ added treasures are money in your pocket.

On the map, you could put a coupon for their next visit.

Here is a mantra I would like to leave you with that you see after every MIHY blog. It is from the book, The Magic of Thinking Big by David J. Schwartz.

Plant Service, Harvest Money.

                                    

The Stareoff

I decided to have lunch at a fast food restaurant whose brand has a little red hair girl located on a college campus.

The restaurant has a rope offed like entrance up to a point that is a few feet from the counter. When you are at front of the entrance, there is a good chance,  you will be next to have your order taken.

Usually, the counterperson will say “next please” or” I will take the next customer.” When I hear this as a customer, I know to step up to the counter to give my order.

This particular time, I was the next one and moved up past the rope entrance way. There were two counterpersons, one taking an order and the other looked in my direction and said nothing.

An awkward feeling came over me,  I have had this feeling before.  The female counterperson who was directly in my eyeline,  looked at me.  So, I moved forward towards her, but she continued to look at or through me with a bored look.  Like,  I was about to bother her.

She doesn’t say anything, just looks at me. My eyes dart to side to side. Still not, a “May, I Help You” from this person. It felt like she hated me.  Now, this started to peeve me. 

So, I started looking at her, the way she was looking at me. Then, I started to hear the theme from the Clint Eastwood movie, The Good, The Bad and The Ugly.

 Here is the theme http://www.youtube.com/watch?v=AFa1-kciCb4

Next thing, I know we were in a Stareoff

So, we stare at each other for what seemed like minutes and of course it wasn’t. The Stareoff is stressful. Have you ever tried to not blink for a minute. That is hard.

The Stareoff went to the next level, the boxing ring staredown. It felt like being in the center of a boxing ring during the pre-fight of two boxers who are staring at each other as both building up the ultimate hatred, so they can knock the block of the other

.

As our Stareoff continued, I knew I didn’t want to this person to wait on me or to give my precious cash to this person.

Then, a voice broke through our Stareoff, the other counterperson said “the next person, please”. I took the opportunity and headed in her direction, I may have cut in front of someone. She was nice and took my order.  

This wasn’t my first Stareoff.  I was talking with my friend, Mark about the Stareoff. He said that has happen to him before. Secretly, I was saying “yes.” The Stareoff has happened to someone else.

Then, I thought that behavior shouldn’t happen to anyone who freely walks into an eating establishment or any business with cash in their wallet or purse to spend.

As customer, we deserve not to be treated as if we are doing the counterperson a favor by coming in and walking up to the counter.

I believe the counterperson or any employee should be told without the customer they wouldn’t have a job.

A suggestion to any business owner not just the eating establishments is take a good look at how your employees are treating your customers or clients. You can casually observe your employees or invest in secret shoppers who go in the business as a customer. The shopper records how they were treated  that investment could prevent customers feeling uncomfortable, leaving unsatisfied and never coming back.

Every customer/client regardless of their looks, age or ethnicity should be treated the same.

In a perfect business world, every customer would have a certain color, green as in cash.

Why I Started This Blog about Customer Service

The reason, I wanted to start a blog on customer service is because I believe that a lot of money is lost due to small to medium business employees. Their employers don't even know how money they lose through their employees' poor customer service. The customer just doesn't come back.

Repeat business meaning customers coming back to the business with money in their hands to spend based on their previous experience with the small to medium business. Repeat customers can be the lifeblood or preserver for many businesses.

When I worked at a fast food restaurant with Golden Arches during college. The company emphasized customer service. We said  "May, I help you?" to the customer. We smiled and made the customer comfortable ordering from us. Over and over, I would see the same customers come in the restaurant.

The company made sure the service was fast and efficient by using runners to look at the order and get the food, while the counter person continued to take orders.  More people served, more money made. That philosophy seems forgotten.

Today, I see one or two people at the counter taking orders and getting them and rarely do I witness a runner. People are constantly waiting on their orders. The wait could range over three minutes.  A happy customer, in our fast paced world, I think not.

The purpose of any business is to make money.

Small-medium business  lose money, not because of their product or service by their own employees.

This blog will be about customers service situations, I have encountered or observed such as The Stareoff, The Fake Upsale and I Owe You What?  I gave the correct change!!!!  Also, I will blog about the positive customer service encounters that I've witnessed or received. 

Maybe, as a customer, you may be able to relate to.  As a business owner, you may be able to see trouble spots with your employees and save some money.

There will be suggestions that may help the small to medium businesses
improve their customer service and make more $$$$$$.

As with my favorite movie hero, Indiana Jones, I feel like I am on an adventure with my fedora hat and whip to find the treasures of good and not so good customer service.

So, come along, as the adventure begins……

Blog postings will be on Wednesdays and Fridays.