WHAT A GREAT OPPORTUNITY TO GET YOUR BUSINESSES
READY FOR A BUMPER 2010 WITH OUR 7 DAY ROADMAP TO A PROFITABLE YEAR
DAY 7 - SEALING THE DEAL - ACHIEVING
BUSINESS EXCELLENCE
I met a bar owner once who told me that the real
measure of his success was the high percentage of repeat customers or as he put
it: "You can rob anyone once". It's true. It's not that difficult to open your
doors, feed a customer and take their cash. In fact, that's what separates the
successful bars and restaurants from those that just don't get.
Running a busy, profitable hospitality business is
not about trying to find out how many different customers you can extract from
once, it's about finding out how you can get a smaller group of customers back
again and again.
The benefit's are obvious:
The more often your customers come back, the less
often you'll have to pitch your services to strangers saving a fortune.
The stronger you can build a bond with customers,
the less likely they'll be to abandon you for another business.
The community will build around your business so
that after a while, it's not even the food and drink the customers are coming
for initially, it's the social scene and interaction. The sales will follow.
Happy customers bring visiting family and friends
to their "local", proud to show off your business and confident that their
friend's will get the same experience you do every time.
So how do you create this type of a business and
how do you achieve business excellence?
In my opinion, there are three steps:
UNDER PROMISE AND OVER DELIVER
No business ever failed from delivering more than they promised (at least not if
they did it in a profitable way!). Giving customers more than expected in terms
of value, quantity and quality will ensure you stand the test of time in your
marketplace. Over the course of a customer visit, they will be evaluating you
and your business on all of these points and at the first hint that they are not
getting what they want, it becomes increasingly more difficult to satisfy them.
GET REGULAR FEEDBACK
While your profit and loss reports may show you the financial performance of
your business, you will be able to get a much quicker measure of how well your
staff and your business is performing by asking the very customers that you are
serving every day. Use customer comment cards where applicable, train your staff
to ask for feedback no matter what they think the answer will be and solicit
feedback at every opportunity. Wal Mart Head office managers in the US regularly
call store managers on their office numbers and if the store manager answers,
they ask the store manager what they're doing in the office when they should be
talking to customers! Simple yet effective!
GIVE CUSTOMERS A REASON TO COME BACK
Your service, quality of ingredients and products, value proposition and
ambience will collectively dictate whether your customers will be back again. So
will incentive programs, loyalty schemes, reminder emails, promotions and
offers. Take a look at your business right now and ask yourself what are you
doing to bring people back again and again. How many times will you interact
with a customer between visits? If the answer is 0, then you have room for
improvement and that room could mean the difference between a good 2010 and a
fantastic year!
It's up to you now. Let me know how you get on.
Helpful Business Excellence Toolkit
DOWNLOAD: Loyalty Reward Card Template Running
a rewards program can greatly help sales. Customers are more likely to return if
they know they are earning points or rewards towards something bigger. Download
a Loyalty Card Template here . . .
keep reading
DOWNLOAD: Customer Comment Card Template Your
customers experience first hand what works and what doesn't work in your
business. Many business owners are afraid to ask the customer what they thought
about their experience. But not the clever owners. . . .
keep reading
DOWNLOAD: Back To Basics Tray Service Our
Back to Basics files are downloads to provide you with the simple but essential
information about everyday components of running a hospitality business. This
download will take you back to the basics to help ensure your staff know the
correct procedures for loading, carrying and unloading a tray. . . .
keep reading
DOWNLOAD: Guest Arrivals And Departures Training Manual Our
Training Manuals provide in-depth training on key areas in the hospitality
industry to ensure your staff have a full understanding of the tasks they are
expected to deliver. This training manual will educate your staff about the
importance of the procedures when dealing with arriving and departing guests. .
. .
keep reading
How a Mystery Guest can help your business If
you knew that 92% of unhappy customers left your business without complaining,
wouldn't you want to know what went wrong? A mystery guest service has been used
to great effect by many businesses. . . .
keep reading
SO WHAT IS THIS
ROADMAP?
Being snowed in might be the best
thing to ever happen you and your business if you follow our steps over
the next 7 days:
How we'll do this:
Each day, we will put another piece of the puzzle together so that
by the end of the 7 days, you will have identified your goals, overhauled
your business and relieved the stress and burden of the coming year by
having a clear, actionable plan together with the roadmap that will take
you exactly where you want to go.
Each day for 7 Days, you'll get:
A
Video Strategy Overview
I will bring you a new video every
day with instructions on how to achieve your strategy for that day. I will
talk about the overall strategy as well as breaking down each step needed
to reach that goal. You will hear about the tactics needed to achieve that
strategy and mention the particular tools that you can use to ensure your
success.
A
Step by Step Plan to Follow
Accompanying each video will be a
step by step plan that you can easily follow and tick off as you progress
through the plan. You'll be able to ensure you have each step completed
before beginning the next day.
Access
to all the tools in our toolkit that you will need for your strategy
As you can imagine, you're going to
need many tools and templates to help you in your planning. We've taken
care of that for you with links to every tool you'll need on our websites
and elsewhere.
DAY 1
P - Picture the Prize Only by seeing the end
goal and your reason "why" will you be able to set your goals in place.
Use our tools to execute your plans for 2010.
DAY 2
R - Review & Reveal the Bar
Costs & Profits On average, members of Barkeeper obtain a
higher percentage of their revenue from the bar than any other area. With
this in mind, we will show you how to identify the cost base in the bar,
seek out new streams of revenue and maximise the potential of this key
revenue centre.
DAY 3
O - Organise & Optimise the
Kitchen Don't ignore the kitchen. With so many
expensive ingredients and potential for losses, we show you how to set up
a complete kitchen management program so that at any time you will know
whether you're profitable or not. Essential stuff.
DAY 4
F - Fire or Focus your staff Whether you want to believe it or not, some
of your staff will prevent you from achieving your goals. We'll show you
how to get rid of the staff that don't fit in with your plan while
focusing those staff members you want to keep on the goals ahead.
DAY 5
I - Identify & Implement the
promotion and marketing plan Nothing will happen without telling people.
We'll show you how to attract customers to your business, build a
marketing and promotion plan for the year and take advantage of relevant
events in your area.
DAY 6
T - Taking advantage of
existing Customers and get to the next revenue level Once you have attracted customers, we'll show
you how to increase the average spend, upsell additional items, cross sell
related products and get more bang for your marketing buck!
DAY 7
S - Sealing the deal -
Achieving Business Excellence By day 7, we'll have shown you how to analyze
your business, optimize it's financial performance and attract more
customers. Next it's time to achieve business excellence-the factor that
will keep these customers coming back again and again. Without excellence,
you're just lost in the crowd.
A
Video Strategy Overview
A
Step by Step Plan to Follow
Access
to all the tools in our toolkit that you will need for your strategy