Monthly Archives: September 2014

The 4 Things Customers Really Want From You

September, 2014

It's important to have plans in place that support customer loyalty and retention.

When it comes to doing business today, a lot of power has been placed back into the hands of the customer, leaving little room for error for businesses. With the increasing prevalence of technology and the inter connectedness of customers with businesses, those working within the service industry have to keep on their toes.

Here’s 4 things to make sure you’re doing properly in order to keep your customers loyal!

Employee Knowledge/Recommendations

Ensure your employees are given training opportunities to learn all they possibly can about your product and/or services. In a bar restaurant setting, it’s particularly nice when staff give personal recommendations and can comment on the products they are selling. A personal touch shows that you want your customer to have a really great time.

Problem Resolution

Mistakes are inevitable and are they are going to happen whether we like it or not. How we deal with these mistakes is how the customer determines whether or not they will be returning. Problems that are dealt with quickly and attentively show that you care about remedying the situation. If you are prepared to offer a quick solution or even prepared to take loss and offer a discount or voucher for example, shows that as a business you care about how your service is received.

Added Value

What is it that you offer that better than the next place? What are you doing that’s different and gets customers hooked? Ensure that you are reliable and keep true to your promises. If you set the standard at a certain level, make sure you keep hitting that target to make sure you don’t come out looking greedy. Look for ways to add both tangible and intangible value.

Make them feel important

The old saying “treat your oldest customers like royalty” is very true. A significant amount of your turnover comes from this group. But it’s important to keep investing in growing this group also, so treat every new customer as someone that you want to nurture through to the same stage. The more customer you nurture = the greater the long term revenue! It’s a win-win. Customers also appreciate a human element in their dealings with you, so try and put yourselves in their shoes and think about the things you would like should you ever be on the other side of the service deal.

So there you have it. Four easy elements to incorporate into your business that can help you better your service transactions and increase that customer loyalty and retention!

If you are after some more information on customer loyalty and would like some more tips, take a read of one of our blog posts “6 Hurdles Hospitality Managers Commonly Face – Customer Loyalty” for more info!


Stop Losing Direction And Focus On The Simple

September, 2014

Make sure you do one thing - and do it well.

It’s not uncommon to want to be everything to everyone. It’s also not uncommon to feel the pressure to perform when you’re surrounded by successful people. The difference however is that successful people follow the right recipe.

Being great isn’t good enough anymore. You have to be outstanding if you want to be heard amongst the noise. We live in a world where society increasingly feels the pressure of information overload.

The quote “jack of all trades, but a master of none” resonates incredibly well with this idea. The more you try to do, the less efficient you become. You need to do one thing really, really well.

Find the areas where your ability and skill intertwine with your passion – it is here where you then become uniquely qualified to help people in that area.

The key to this?

We all know how important it is to set goals. But, let’s take this a little further. Start by pulling apart your goals into smaller areas and jot down the different ways that are going to help you reach these goals. I guarantee that if you forget about the end goal and focus solely on the different ways and mechanisms that aid you in getting there – you’ll be experiencing success faster than you ever knew possible.

Forget the goals, and focus on the systems that get you there. By doing this you not only create for yourself the ability to be heard above the noise, but you’re now also able to reach your goals in a way that generates a much greater impact on your customers.

Try and be everything to everyone, and you will not be trusted in the eyes of your customers. Be the best at one thing – and become one of the most trusted and successful players within your market.

Moral of the story? Make it simple.

Time To Sharpen Up?

September, 2014

Abraham Lincoln said "Give me six hours to chop down a tree and I will spend the first four sharpening the axe". Abraham Lincoln said “Give me six hours to chop down a tree and I will spend the first four sharpening the axe”. Of course he was talking about preparation and planning.

One could almost imagine him sitting quietly sharpening his axe in the shade of a huge tree whilst eyeing up the trunk, full of thought, visualising how he’d approach the job at hand.

When it comes to planning and strategy, visualisation is the obvious starting point. To overcome any problem different scenarios must be tested to see how they stack up against each other.

Let’s be honest though, when Lincoln was faced with his tree he had the luxury of holding the best tool for the job right in his hands, and was also faced with a reasonably straight forward task.

More complex problems require better tools to visualise possible solutions.

We’ve spoken to thousands of people about how they manage their employee rosters and despite everyone having their own little ways of doing things, the one thing that is common to them all is a need to visualise the solution.

We’ve noted that if a potential customer comes to us and doesn’t have a way to easily do this, then getting a good result is often left to good luck as the planning is just too hard.

I very much doubt that Lincoln sat there and spent the whole four hours contemplating just one way to drop that tree.

A New Kind Of Fusion

September, 2014

Tequila Mockingbird and goRoster - A new kind of fusion

Tequila Mockingbird ‘is a fresh, contemporary Latin fusion bar and restaurant that blends cuisine from the Caribbean and South America’ and is located in the heart of Christchurch. Running a busy bar and restaurant with adjoining Revival Garden Bar, offering late night dining and entertainment, the management team needed a rostering system that allowed them to better manage staff rosters and staff costs across all aspects of their business.

Despite only having implemented goRoster about three months ago, the Tequila Mockingbird team have already identified some key benefits. With goRoster they have more control of over their spending, it has simplified the typically frustrating and time consuming task of rostering and it allows them to better handle staff and costs on a day to day basis. No more surprises at the end of the week.

A Latin fusion bar specialising in Cuban and South American inspired food and beverageThe day by day breakdown allows for pre-planning of costs and the ability to track where they are heading. The management team can look back at previous costs and staffing needs, look ahead to projected costs and either continue as planned or make adjustments (adding or reducing staff numbers) simply and easily. While goRoster helps with budgeting, the day to day tracking allows changes to be made during the week to meet targets and work within budgetary constraints.

It has taken a little time to learn the most efficient way of using the system but it has already put Operations Manager, Celia Anderson’s mind at ease.

“goRoster has helped me to know how to better utilise staff. We’ve got an average of around 17 staff to manage, so it gives me the ability to easily move staff around within the bar and restaurant to make best use of their time and skills”.

Tequila Mockingbird have also been impressed with the support they have received from the goRoster team. If they have an issue or even just a question, Celia  picks  up the phone and straight away it’s sorted.

Even the staff love goRoster – they have their roster on their email or phone and can refer back to it with ease – it’s clear and straightforward. From a  management point of view, goRoster has placed some of the responsibility and ownership of rosters back onto the staff. The onus is on them to confirm their  roster once it has been received.

And the best perk according to Celia? ‘The App side of things.’ “We can use it on the go and know that all our bases are covered”. The Tequila Mockingbird team look forward to implementing more of the goRoster functions to help better manage and streamline their business operations.

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