Last week, while sitting at the airport lounge I overheard a conversation: A gentleman was reading an email from one of his customers; the customer was clearly furious. It was a strong email complaining about the service and the people.
The gentleman commented to his wife: “my mistake was not to stop by the office before coming to the airport” he was frustrated, knowing he lost a client.
We are in the restaurant business where we know how hard it is to get people through the door; it is not easy, but keeping them coming back is even harder.
- Like us, organizations know that getting a first time customer through the door requires considerable effort, time and money.
A return client is known as a-repeat-customer, is less costly and less difficult to retain than attracting a new one.
A-repeat-customer shows that he is pleased with your business and service and would like to continue doing business with your organization.
So…
What do we need to do to keep customers for the long run?
Simple: Keep them happy!
In any business, the secret to building a successful organization is by creating customers’ loyalty; and in order to create loyalty, you need to keep customers happy by giving them what they want.
In our business, hospitality, a satisfied customer will keep coming back, and not alone. He or she will keep coming back with friends, which will lead to increased revenue.
These return-customers give us a great sense of accomplishment; we did something right. Most importantly, they motivate us to work harder and to do it better!
“There is only one boss; the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton
The gentleman commented to his wife: “my mistake was not to stop by the office before coming to the airport” he was frustrated, knowing he lost a client.
We are in the restaurant business where we know how hard it is to get people through the door; it is not easy, but keeping them coming back is even harder.
- Like us, organizations know that getting a first time customer through the door requires considerable effort, time and money.
A return client is known as a-repeat-customer, is less costly and less difficult to retain than attracting a new one.
A-repeat-customer shows that he is pleased with your business and service and would like to continue doing business with your organization.
So…
What do we need to do to keep customers for the long run?
Simple: Keep them happy!
In any business, the secret to building a successful organization is by creating customers’ loyalty; and in order to create loyalty, you need to keep customers happy by giving them what they want.
In our business, hospitality, a satisfied customer will keep coming back, and not alone. He or she will keep coming back with friends, which will lead to increased revenue.
These return-customers give us a great sense of accomplishment; we did something right. Most importantly, they motivate us to work harder and to do it better!
“There is only one boss; the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton
