How Good Are Your Customer Basics?

Flour, water, salt, and yeast makes bread. Just about every recipe has these ingredients. That’s pretty basic and most ingredients are most likely in your kitchen.

It is known that baking is science while cooking can be more art than science. Yet both require the knowledge of what the ingredients do to the final taste and presentation. Creating a winning service business doesn’t take a lot of ingredients, but they need to be executed well.

Being basic was a tenant of J. W. Marriott. He has been quoted as saying “Hot food Hot, Cold food Cold!”

Some of your biggest wins will come from measuring and improving five basic customer experience areas:

1. The service they came to buy.
2. The person or team that delivered it.
3. The process of doing business with your company.
4. The atmosphere, location, or method that encompassed it.
5. The confidence and reassurance they felt during and after their experience.

I hear that some shops are doing OK and some are down in sales and car count. The upside is that you are essential. That is the brightest light shining throughout the pandemic. If you are using the extra time to review, re-invent and even restructure your business then good for you. Always do the basics better than you ever thought you could.

Create a team meeting around this theme on the customer experience.