Every step of the customers’ journey is important, not just the first and last impressions.
The easiest way for you to ensure that your customers are getting a good experience at every single touch point is to experience as much as possible from a customer’s perspective. So take the time to step out from the kitchen or from behind the counter and look at everything as if you were a customer.
What do you see, what do you hear, what do you feel, and what can you smell? And of course, if you serve food, what does it taste like?
If you’ve not already done so, ask your manager if you can try for yourself some of the products and services your customers receive. This means that not only do you know that you’ve got things right or where there are opportunities for improvement, but it also means you’re in a better position to explain or describe each of your products and services to your customers.
Things that are obvious to you because you are there every day may not be so obvious to your customers. It’s also easy when we are looking at things every day to become oblivious to things that are not as they should be.
As you look at each touch point ask yourself:
- If I was coming here for the first time what’s my first impression?
- If I was coming here for the first time can I see where to go?
- Is there a logical flow or route?
- Can I easily see what’s available?
- Does it look appealing?
- Is service smooth and efficient?
- Is everywhere looking clean and presentable?
Take some time to think about this before moving on.
If this was your own business what would you change? Why?
It may be helpful to note down your answer, why not discuss with your manager for ideas.