Are you falling for the Five Myths that affect Business Retention for you team?
According
to Jim Sullivan the five myths are as follows:
1“The Customer Comes First” - This one is most likely the granddaddy of
them all. Now days we need good
employees more than they need us.
Service like charity begins at home; you need to be investing in serving
your team equally well as your customers.
Simple rule of thumb is never treat a customer better than you do
your team.
2“The Customer
is always right.” – No. That would mean you team in every situation is “always
wrong”. The customer, is the customer,
but not always right.
Instead of placing blame we should be advocates for both internal and
external customers.
3“A Satisfied Customer comes back.” – A satisfied customer doesn’t necessarily
ever come back. Customer satisfaction is
meaningless what we want is customer
loyalty, that is priceless. Consistency,
Quality, and Hospitality are the real keys.
Give you customer what they remember and something new each visit.
4“We’ve got to focus on the
competition.” - That is right, but the competition is the
customer not the other businesses. So
stop focusing on the other businesses and zero in on the faces at your table or
counter.
5“People are our most important asset.” – This is wrong! The right people are your most
important asset. These are
not warm bodies. The right people are
those who exhibit team and customer service that is extension of their
character and attitude. Hire nice
people, training people to be nice is tough.
Hire personality and train skills.
If Business retention is your goal you need to build experiences for
you and your team around the customer not just your product.