Friday, November 28, 2008

Putting Great Customer Service First

In a recent article in The Atlanta Journal-Constitution, Joe Guy Collier writes about the changes that AFC Enterprises new CEO, Cheryl Bachelder is making to Popeyes Louisiana Kitchen. Bachelder said "We would like for our service, our guest experience to be as sharp as our food."

This kind of forward thinking is exactly what we all need to focus on in these tough economic times. Instead of letting the economic downturn get her down she said "We've had to be more focused, but I actually think that's been a blessing. We're going to get the fundamentals of our business moving the right way."

Popeye's has a system for immediate customer feedback that tracks hospitality as one of ten attributes. This feedback provides the managers the information they need to continuously improve.

Are you focusing on improving your customer's experience, or are you just slashing prices in hopes of winning your share of your customer's hearts and pocketbooks?

Focus on providing your customers what they want and need and you can win them over.

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