Customer experience: what not to do in service

Service in the food and beverage market has always been a differentiator that can boost or devalue your business. There are new market trends around adapting to increasingly demanding customers. But don't lose your head! Prevention is best — in this case, in the form of training and refresher courses, so your team is always in the best possible shape.

Using your products and services as the marketing for your business will always be the best way to increase your average ticket, your profit, and build customer loyalty. Assista a seguir um da Porta dos Fundos que irá te mostra o que NOT to do when trying to reposition your brand or service:

Now that you've seen what not to do, let's go over the tips on what you should be doing. It's very important to always put the customer at the center of your priorities. Your menu, your service, your team, your venue and your décor must all be aligned to serve your target audience. So here we go — the 5 steps you should follow to keep your customers happy and your pockets full:

• Attract the right target audience! It's very important that you know your audience and that all your outreach and promotion efforts are aligned to keep your venue packed.
• Delight your consumer! As I said before, they have to be at the center of your attention and your priorities. Create differentiators to stand out from the competition and get that organic boost on social media.
• Build a relationship with your regulars! Everyone likes being treated in a special way; showing that you care about their opinion and satisfaction will take you very far, with them recommending you to other people they know and coming back with a smile on their face.
• Build customer loyalty! Now it's time for your team to shine and start prioritizing. That customer who likes attention, likes to spend and is an opinion leader — the one bringing the crowd along — is the one who should be your team's focus. Pamper them and they'll always come back, and bring more people with them.
• Most important is optimizing this service and diversifying the mix of products and services you offer so that you're getting tangible, profitable results. Invest care in data collection, digitize your venue and train your team — this small investment will make all the difference in the medium and long term.

We created a special infographic for you that explains how this complex funnel works in practice. Download it now and see:

Now that you've become a service master, remember to always train your team and look for opportunities and news in the market — that way you'll always delight your customers and win their loyalty.

If you have any questions, please leave a comment below and we'll help you out!