I had a wonderful customer experience yesterday at a great pub called The Old Silent Inn at Stanbury near Haworth, deep in the heart of Bronte country!
We visited the pub a couple of weeks ago exploring the Tour De France route through Yorkshire and we were so impressed, we decided to go back – always a good sign!
OK, it was just a Sunday lunch (a very lovely Sunday lunch by the way!), but there are so many great customer service lessons for anyone involved in dealing with customers I thought that I’d share them!
- A Warm Welcome!
First of all, John, the landlord recognised us from our visit a fortnight ago (or certainly gave us the impression that he did!) as we went in and welcomed us back, which is always a good start.
- Being Easy To Deal With And Buy From!
While I was at the bar, another customer came in and explained to a member of staff that he was coming next week with a group of friends and wondered if there was a takeaway menu he could take to show them. The member of staff said unfortunately not, but John jumped straight and said toe the customer “Take one of our menus and use that – we’ll see you next week!” that’s been easy to buy from and easy to deal with.
- Delight Your Customers!
Another couple at the bar came with the bill and explained a couple of drinks they’d had were not on the bill. John thanked them for pointing it out and said “Thanks for being so honest – as a reward for your honesty, I’m not going to charge you!” That’s delighting your customers, who incidentally said that they’d definitely be coming back! That’s what customer delight does!
- Consistency!
Every member of staff was courteous and helpful and did all they can to check that all was ok with our meals – it’s clear that John encouraged this in all his people, both by example and by setting clear expectations of them.
- Maximise Opportunities!
We got chatting to John and he was telling us all about the pub (it’s haunted by the way!) when he popped off and brought back a little brochure highlighting the rooms and accommodation at the inn and suggested we should come up and stay for the weekend - It also had a 10% discount voucher in it! That’s selling up and selling on! (nothing heavy or aggressive!
So, you could argue that none of this is ‘rocket science’, and it’s not, but in many businesses, it doesn’t happen that often! How do you measure up?
- Are you and your people ‘easy to buy from’?
- Do you and they ‘delight’ your customers?
- Do you and they ‘maximise’ opportunities to get customers to come back and spend more?
Crucially…. do you do this consistently?
