Take a moment to imagine you’ve been given the task of being a mystery shopper for one night. Your job is to go in and assess multiple aspects of a venue: its employees, its food and beverage, the decor, the atmosphere – the works. What is it you think that makes up a memorable experience? There’s a number of things that fit into the psychology of a customer and certain factors that make up their perception of you.
Let’s create a short list of things that may become apparent to you during your visit that could contribute to a bad experience, and how a business can contribute to a loss in customers.
- Your customer can find the same quality for a lower price elsewhere
- You potentially haven’t remedied any negative online reviews
- You aren’t working on establishing an emotional attachment between the business and the customer
- You’ve lost your ‘wow’ factor
- You’re not listening to your customers
- There’s a lack of atmosphere within the venue
- Product knowledge – are your employees trained and knowledgeable on the products they are trying to sell?
Remember to constantly measure your results. There is always room for improvement, and those businesses that are able to quickly identify areas that may be lacking are the ones who are going to hold the top spot. With the nature of the industry changing so frequently, it’s imperative that you are always monitoring your progress and consistently working to develop a competitive advantage within your line of work.
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