|Are you Product-Focused or Customer-Focused?|
|By Laurie Barkman | April 10 2013 (0 Comments)|
Companies that say they are committed to customer satisfaction, but then reward employees based on product sales, send a mixed message.
Customer-focused companies put the customers at the centre of their business and business decisions. Customer-focused companies concentrate on long-term goals, like customer satisfaction, retention and repeat business instead of short-term goals like "increase dessert sales by 10%".
Teaching your team to effectively upsell is important. Those skills help grow your business and improve your bottom line, but not to the same extent as loyal, repeat customers who keep coming back to your business and refer their friends, families and colleagues to you.
The bonus is that customers who feel valued, customers who believe that their satisfaction is your number one priority are more likely to stay at their table a little longer and enjoy dessert and coffee. Customers who trust you and respect you are more likely to pay an extra $20 for the upgraded room. The upsell happens naturally when you focus on the customer first, instead of the sale.
For more information on creating positive customer service experiences, visit www.servicedge.ca.
|Categories: news | tourism industry initiatives|
|Tags: Laurie | Barkman|
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