Want loyal customers? Then you must begin with putting them first and policies second. This paradigm shift may fly counter to the current strategic plan or desires of the C-Level executive team. Recent reports show exactly how by simply responding to customers’ needs can increase revenue and growth the bottom line.
P.F. Chang, an upscale Chinese franchise restaurant, designed a business model that did not include take out food. In fact, take out was actually discouraged until management changed its customer service policies in recent years. This change of including take out food has resulted in 13% share of the restaurant’s sales without the benefit of marketing. One of the problems from this customer service change is that current restaurant design must be altered to increase kitchen space for take-outs.
Another restaurant that realized to improve customer service by building customer loyalty was Outback Restaurant. In 1994, one local franchise owner located near Orlando, began to his own curb side service by blocking off parking and assigning hostesses to take the food to the hungry customers sitting in their cars. Now 13 years later, curbside service has grown to 12% of annual sales compared to 3% just 10 years ago. Today’s goal is to increase this revenue stream to 15%. Other traditional dine-in restaurants have adopted the curbside customer service from Applebee’s to Don Pablos.
Probably, the best example of meeting customers’ needs are the drive ins for McDonald’s and other fast food restaurants. These businesses saw that many of their customers were ordering food for take out at the counter and then made that experience much easier by building drive through lanes.
When companies positively react to meeting the customers’ needs, customer loyalty is strengthened and ultimately revenues increase. However, when companies ignore customers’ needs, the opposite happens. Customers now look for other businesses to meet their needs and may never return.
The lesson to be learned here is to be ever vigilant to meet your customers’ needs and not allow your current strategic plan or policies to dictate your course without considering the customers’ needs. Sometimes, these needs may not be met, but they should always be considered especially if you use customer surveys. Just remember how you felt when someone asked you for your feedback and then you did nothing. Doing nothing drives customers away and does not build customer loyalty.
Take the time to review your strategic plan to make sure it will take you where you want to go.
Customer Loyalty Begins With Meeting Customers’ Needs Even If They Are Contrary to the Strategic Plan - To learn more about this author, visit Leanne Hoagland-Smith's Website.
Like this article? Share it with your friends
 |
Related Businesses - Evan Elite Authors |
|
Leanne Hoagland-Smith
Are your sales where you want them to be? Will you be one of the few who achieves sales success or one of the many who have failed to change? So what are you doing to change those results? Let’s be honest, with companies moving globally and at lightening speeds, the traditional business solutions are outdated and dead. My approach moves your business out of its comfort zone and secures your competitive advantage now. If you are seeking to increase sales, build customer loyalty, create a culture of great attitudes or just achieve some sleep filled nights, then we should talk because my clients have experienced exactly those types of results. Learn more about customer loyalty at http://www.processspecialist.com/customer-loyalty.htm Give me a call at 219.759.5601 for a free strategy session. P.S. If you are seeking a motivational speaker, sales trainer or small business expert that will leave your audience smiling and remembering, please feel free to contact me at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
|
Dr. John Oda
John Oda Ph.D NLP is a business peak performance expert, an author, and speaker frequently called upon to provide corporate training, workshops and seminars for many companies in the United States. He is an expert in coaching sales and business professionals in overcoming the behaviors and obstacles that may impede their sales results and affect their bottom line. Since 1995, John has created a speaking bureau such topics, which include: time management, sales training, human diversity, leadership programs and etc. He provides companies with a strategic plan to increase their bottom line by over 25 percent yearly. - Visit Dr. John Oda's Website |
|
Accessible Business Consultants
Dave Turkin, President, of Accessible Business Consultants is a full service business consultant that has over 32 years of experience working with small-medium size businesses. Dave has designed and implemented numerous business and marketing plans, designed internal programs for accounting and operational procedures. He has analyzed businesses and prepared strategic plans setting budgets for growth, expansion and business restructuring.
He currently sits on the Board of Directors of various corporations as an advisor. For many years he has been the Business Coach to many executives offering advice and guidance from old and established companies as well as new companies just getting started.
Dave has the ability to analyze a business quickly and get a strong indication as to the necessary steps to improve operations, productivity and profitability. - Visit Accessible Business Consultants's Website |
|
The Evan Elite Authors program is currently in beta phase. For details please contact us.
|
|
![[Get Copyright Permissions]](http://license.icopyright.net/images/icopy-w.gif){kind=small}
