![\"Crazy](\"http:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2013\/03\/badcsr.jpg\")
As I sit in the front area of a client\u2019s business watching the walk-in traffic, one effect is constant \u2013 the excited look on most customers faces!\u00a0This client is a bakery and their products are beautifully displayed in glass cases. I\u2019m watching customers eyes widen as they approach the product cases. Some laugh as they can\u2019t make up their mind regarding which product to choose. Others almost run to get to the cases to pick their favorite product.<\/p>\n
The employees are so upbeat and ready to serve, patiently waiting for the customer to make a decision. Some customers make jokes \u2013 \u201cIs this stuff sugar-free?\u201d \u201cHow many can I eat before I ruin my diet?\u201d Now this does not happen just by chance. Let\u2019s talk about what I feel contributes to these customers being just \u201ccrazy\u201d about this business.<\/p>\n
Reputation \u2013<\/strong> This bakery has carefully established a reputation for providing its customers with the best products possible. The owners take pride in maintaining the reputation established 66 years ago by the founders. The products are made fresh daily in order to give customers that \u201cit was made today\u201d comfort level.\u00a0The general manager has worked tirelessly to create systems to insure product freshness. One must be concerned about both establishing and maintaining a positive reputation with customers and within one\u2019s community. A positive reputation builds trust and credibility with current and future clients. It\u2019s pretty easy for customers to refer you to others when your reputation is intact.<\/p>\n Engaging Employees \u2013<\/strong> I\u2019ve watched how the employees greet each customer individually \u2013 even when engaged with other customers. Genuine smiles \u2013 even when some customers are a bit gruff. Proactive employees immediately draw customers to them \u2013 especially during a face to face encounter. An employee with a delightful attitude bodes well in the quest to provide a great customer experience.\u00a0It\u2019s important to have the right people in front of your customers. I am a firm believer that \u201cpeople persons\u201d provide great service from the heart. It doesn\u2019t matter what the product or service is, \u201cpeople persons\u201d look forward to putting smiles on customers\u2019 faces. Be sure to get the right people in front of your customers. Get the ones who \u201crun toward\u201d the customer to make sure the experience is a great one!<\/p>\n Engaged Leadership \u2013<\/strong> Leadership at this bakery is determined to keep customers coming back. The General Manager is tasked with finding ways to make sure the bakery and two satellite stores run smoothly on a daily basis. The need to have engaged leadership is important to a successful enterprise. At the beginning of my stint with this client, we held a \u201cPet Peeve Conference\u201d to address the \u201cpet peeves\u201d of the owners, management, department heads and employees.\u00a0This was an all day conference where solutions were developed to remove the need for internal personnel to be \u201cpeeved.\u201d The recognition by the owners of the need to address these \u201cpet peeves\u201d is an indicator of their desire to make sure that all is well within the organization. When leadership is truly engaged in the day-to-day operations, both employees and customers are beneficiaries.<\/p>\n Do you want customers that are \u201ccrazy\u201d about your business? Remember it\u2019s important to maintain a positive reputation<\/em> in order to increase customer retention.\u00a0 Make sure you have engaging employees<\/em> interacting with customers and never forget that engaged leadership<\/em> is most critical to your organization\u2019s success.<\/p>\n