Why it’s not about 4,000 fans, it’s about 1 customer
About a month ago a regular at the Ugly Tuna Saloona in Columbus, OH, sent a tweet that her phone had been stolen. A few hours later she tweeted she was on her way to the bar, adding that she was having a “(bad) day.” Ugly Tuna’s Twitter response was to tell her to show the bartender their tweet “and your first one is on us.”
With this relatively small gesture Ugly Tuna is effectively demonstrating what every bar and restaurant should do when it comes to social media: Taking advantage of New School technology to assist with Old School customer service.
Do you remember where you were the first time a server called you by name? The first time a bartender gave you a free cocktail because it was clear you were having a “long day”? How about the simple act of a hostess holding the door as you enter?
Through updates on Facebook and Twitter, customers provide you with an unprecedented level of insight into their lives. Since we now know everybody’s name — at least those who chose to connect with our business via social media — there is no reason not to take advantage of that information.
Here are a few examples of businesses that have gone above and beyond for that one customer:
5 Ways Social Media Can Improve Customer Service
As Facebook and Twitter begin to play a bigger part in the customer experience, it’s important to understand how these mediums can affect your business. Gone are the days when customer comments or complaints were limited to product or service reviews on their website. With social media’s reach extending even further into the customer experience, companies and brands need to ensure that their service and support are up to par.
With that being said, it’s never been as important as it is now to understand the ways in which your brand can effectively use social media to improve customer service. Read more..
4 simple ways to educate your customers about what you sell
2-3 times a week I make the trip a few hundred feet from my office to Katzingers Deli for my lunch. The deli is an Ohio Landmark steeped in history and for my two cents serves up the best sandwiches in town.
What sets Katzingers apart from the competition (aside from their great food) is how they market the business internally. Here are just a few things they do that you could perhaps replicate in your business:
- While waiting to order in line, we are brought along shelves selling amazing Italian and artisan goodies that we could pick up on our way to checkout.
- There are samples of all their breads on shelves as you enter the deli so that you can purchase a loaf as well as just the sandwich.
- All the tables have tent cards with upcoming events.
- While waiting in line, a staff member never fails to appear with a tray of something else to taste. Today was butter pecan ice cream, yesterday was artisan chocolate and the day before was a goats cheese. Every time they do this I see somebody buy a full version of the sample.
Do you have any opportunities to replicate these simple-to-execute tasks?
I’m not the only fan of Katzingers. Check out what my neighbor Nate Riggs had to say about their amazing customer service here
There are always opportunities to sell more and diversify what your customers seek out. It’s just a matter of opening your eyes sometimes.
How Sticky Is Your Bar?
We got a great comment on our post about the iphone app that allows you to settle your bar tab directly from your phone and it got me thinking about what makes a bar sticky:
I Am Your Guest. Don’t Forget That
This Guest Charter is worth reading and remembering. As business owners and managers we need to remember the reason for being in business: The Guest
You often accuse me of carrying a chip on my shoulder, but I suspect this is because you do not entirely understand me. Isn’t it normal to expect satisfaction for one’s money spent? Ignore my wants and I will no longer appear in your restaurant. Satisfy those wants and I will become increasingly loyal. Add a little extra personal attention and a friendly touch and I will become a walking advertisement for you.
When I criticize your food and service to anyone who will listen, which I may do whenever I am displeased, take heed. I am not dreaming up displeasure. It lies in something I perceive you have failed to do to make my eating experience as enjoyable as I have anticipated. Eliminate that perception or you will lose my friends and me as well. I insist on the right to dine leisurely or eat in haste according to my mood.
I refuse to be rushed as much as I abhor waiting. This is an important privilege that my money buys. If I am not spending big money this particular time, just remember, if you treat me right I will return with a larger appetite, more money and probably with my friends.
I am much more sophisticated these days than I was just a few years ago. I’ve grown accustomed to better things and my needs are more complex. I’m perfectly willing to spend, but I insist on quality to match prices. I am above all, a human being. I am especially sensitive when I am spending money. I can’t stand to be snubbed, ignored or looked down upon.
Whatever my personal habits may be, you can be sure that I’m a real nut on cleanliness in restaurants. Where food is concerned I demand the strictest sanitation measures. I want my meals handled and served by the neatest of people and in sparkling clean dishes. If I see dirty fingernails, cracked dishes or soiled table clothes you won’t see me again.
You must prove to me again and again that I have made a wise choice in selecting your restaurant above others. You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place. I can, after all, eat at home. So, you must provide something extra in food and service. Something so superior it will beckon me from my own table to yours. Do we understand each other?”
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About Barry Chandler
Barry Chandler works with bars and restaurants to bring more customers in the door through effective use of social media, online tools and customer engagement.
Since 2004, more than 2500 bars, restaurants and hotels have used his tools and services to improve their bottom line.
TheBarBlogger.com contains daily tips and strategies to grow a profitable hospitality business.
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