Good experience at Thai Express at Vivo Branch

Today is a Public Holiday in Singapore, every where s sure to be busy and crowded with people, especially in F&B.

I had my early dinner in Thai Express at Vivo Branch. Although the restaurant wasn't really pack with people will still it looks busy.

Thai Express don't serve free flow of plain water now, this is to increase sales in their in house drinks. As usual,  I placed order for my family and I. My aunt wanted to have  a glass of warm water and the rest of us did order from the menu.

One of the server said we got to purchase a bottle of mineral water but from the bottle of water, he will pour out a glass and warm it up. I was fine with it cause he did keep up the standard of no free water.

We ask for another empty glass to pure the rest of the water from the bottle to drink. My mum didn't know that the glass was dirty and pure the rest of the mineral water into it. After realising it, we ask for the manager. He listen attentively on what the situation was and decided on how to solve the scenario straight away. He first apologised then he suggested that he will change a brand new bottle of mineral water and a clean glass.

He sounded very sincere with his apologises and the solution. I was impressed because I didn't speak very politely myself.

After our meal, we ask for the bill, the manager also waived off the service charge and apologised once again.

Overall, I think the service standard at that branch passed with flying colours, hope they will keep it up and I hope to see these standard of service at every branch.

Keep up the goo work.

Encounter bad customer service at Shinkei Japanese restaurant at Toa Payoh Outlet

Pre entering into the restaurant was welcoming with smiles on the waitress. After sitting down, a waiter came to us and ask if  this is our first time here. I told him "yes". He then explained to me on the quantity on eat dish served and it's portion.

The feeling at the beginning is satisfying but not awesome.

After ordering, food was served accordingly. But the way the waiters and waitress clear the empty dishes aren't pleasant. The standard of clearing was also not standardised.

Main situation: The menus, recommendation standees and credit card standee dropped onto the ground as they lost balance holding the menus upright. The supervisor came over and said a sentence:" The menus are to heavy for the standees to support!"
We just kept quiet. She then went to the ground and start picking up the standees and menus. Her face was total black and pissed off and started to place the standees back into place but with anger.

The above situation shows a lot through her body language and facial expression.

How it could be done better:
Welcoming- Warm smiles and welcoming gestures are very important, not only shown by the one bring customers to their sits but all the server. Even if you have a super bad day, when you are on the ground, you are expected to smile . That's the basic requirement in a customer service industry.

First server who introduce the menu- He already know that this is our first time here, he should come back to us an follow up if we are ok.

Clearing of dishes- Servers should all ask if they could clear the dishes before taking. They should not cross me at my front and clear the dishes for the person next to me, when they could walk to the other side of the table.

Main situation- The supervisor should ask if we are ok after it happened, should show some concern for your customers first. After picking up, should not comment on the wrong doing or even anything on the situation. When placing the standees back, should have done it gently and not show any unpleasant facial expression.

Overall, bad servers, bad attitude, bad experience for me and is in a Japanese Restaurant.
Probably, standees have been always dropping onto the ground when customers cannot find a place to put the menus when they are enjoying their food. If you already know about it, think of remedies and not vent anger whenever this happens.

Retain Loyal Customers

TO GET LOYAL CUSTOMERS, THINK LIKE THEM

In an organisation, whether big or small, we tend to spend so much time thinking like sales and marketing experts, we sometimes tend to forget to think like our customers.  We must not and never forget our customers.  We must periodically remind ourselves of how they think and what they value, so we can best tailor our deliveries to their needs and desires.

Standing from your customers point of view

One of the best ways to know how your customers think, is to be one of them. So as a customer of your organisation, ask yourself some questions like: How would you like to be served?  How would you want your end product to be?  Where can I get all the relevant information I need? If it is tough for you to get all h above answer, then it will definitely be tougher for your customers.  This is where you should improve on.

Do not reject feedbacks

Customers feedbacks are the most valuable report cards.  These feedbacks not only feed our organisation with valuable post-sale experience, they also feed us with things our organisation should improve on. For example, our products, our information accuracy, our service and our pricing.

Whether using surveys, questionnaires or phone calls to follow up, we have to make sure that these customers are favoured for their time and effort to respond.

Good feedback = Work motivation

Negative feedback = Room for improvement

Focus group

One of the best ways to think like a buyer yourself, is by forming a focus group of your key customers. Knowing your key customers type is also important. What you really need in this group of key customers, is their willingness to offer feedback on the variety of aspects of your sales in your organisation. Whether this group is virtual or not, it does not matter. Their input from this focus group will help your organisation save thousands of dollars or more.

Statistic company can also play a part in this focus group result. Statistical analysis can give your organisation the insight into shopping and  buying patterns of your targeted customers.

By knowing the patterns of sales, cycles of repeated products and progression of sales, you are able to understand the trend and relate to your own industry.  With all these information, you are able to promote the right products at the right time, especially during "down time".

Communications

Communication with your customers is a vital tool to compete with your competitors. Nowadays, more and more organisations are relying on emails, website, newsletters and mailers to communicate with their customers.  Other organisations try to train their customers to revisit their website for their latest products and information.  Just like airline companies, which offer special internet rates. Therefore, face-to-face communication is always the best way to keep loyal customers, as they will feel more appreciated.

Your organisation now not only competes with other businesses, also with virtual business. With such tough competition, your organisation need to match a certain level of service in order to compete or be competitive.

By thinking like your customers, you will be one step ahead of the competition as you vie to satisfy their needs.  Don't think like your competitors, think like your customers.

Customer Service

In such a tight a challenging economy, customer service is often the differentiator.  Why do I say so?  There will always be competitors with lower price.  Yet you become unbeatable when you earn the trust, loyalty and the devotion of the customers, clients and constituents.  All these can be done through delivering great service.

An organisation does not need million of dollars for marketing budget or even a large number of staff to deliver great customer service. Whether the organisation consists of 1,000 employees or just one, we just need one who can deliver the kind of knock-your-socks-off service, which will boost customer loyalty and grow your business.

Below are some ways to deliver great customer service- base on my working experience.

1.      LEARN AND USE THE NAMES OF YOUR CUSTOMERS WITH A CHEERFUL SMILE

 It is a universal sign of friendliness and transmits your desire to being a brand new relationship that can last a life time - first step to an ice breaking scenario. Taking pride in knowing or acknowledging every individual customers and pronouncing it properly is what it takes. This not only shows respect, it also shows how much you value them as your customer individually.

Example: “Good Luck, Mr Ng.” This makes the day right for your guest, especially when guest approaches counter after purchasing levy.

 

2.      USE MAGICAL WORDS AND PHRASES, LIKE SAYING “THANK YOU”

In addition to hearing the names, customers love to hear words and phrases like: "We are sorry", "We will take it into consideration", “Let us fix it for you", "It's my pleasure to serve you" and "We are glad to serve you". The next most important phrase after "We are sorry".  Always thank the customer for their patronage and referrals, and for taking time out and courage to feedback on our service.  Take this as a favour and compliment- now you know why customers leave your organisation and how to solve this problem right and then.

Example: “Thank you Mr Ng for your feedback. We will take it into consideration.” This sentence is useful especially when guest complaints.

 

3.      LISTEN AND READ ACTIVELY

Listen actively includes listening with your ears, eyes, mind and heart.  Use body language to convey comprehension, agreement or consternation.  Give eye contact and avoid distractions, and let your customers know they are being heard by simple body language gestures. 

Example: A nod of your head to show acknowledgement for your understanding to guest’s queries and feedbacks.

 

4.      REPLACING NEGATIVE LANGUAGE WITH POSITIVE ONES

Keep employees focus on the positive attitude in resolving customers' problems.  Emphasise on what you can do instead of telling customers what you are unable to do, or what is unavailable.  When this positive message is brought across to customers, they will be less agitated.

Example: When guest ask questions that you do not know, never say “I don’t know” for an answer. Use other alternative way such as “Let me get more detail on your query.”

 

5.      ASK YOUR CUSTOMERS WHAT ELSE AND WHAT MORE CAN YOU DO FOR THEM

As simple as asking customers how you can serve them better.  Many times your customers will offer insights into what you can improve, expand and grow with them.  But the most important is to listen and act upon this information.

 

6.      HONOUR THE DIVERSITY OF OUR CUSTOMERS

Learn about their culture, religion and values. Show them you respect and appreciate their needs, preferences and desires.  Don't assume that "1 concept fits all" because there is a vast difference between nationality, religion and even generations. Assumption kills at times.

 

7.      GIVE CUSTOMERS LAGNIAPPE

Give customers a little extra.  Give customers more than what they are expected...a treat, bonus or unexpected surprise. Better still, a 'WOW' experience.

Having to know and understand the concepts above takes less than an hour, but having to practise it takes a long time.  But again, with such concept in place, you will have loyal customers for a lifetime.

Example: When guest ask for a direction, offer to walk them to their destination with sincerity.

With such mathematical calculation, having to learn and practise the above ways is worth the try.