The Lost Customer Will They Ever Return

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Recently, I went for lunch to Madam Kwan in KLCC. Madam Kwan, as most of you know, is one Malaysian restaurant with great, great food. The problem (is it one?) with such great places is that they are packed over lunch time. So, if you don't book a place, well, you better have time to wait.

I had a booking for me and friends, but I was there a bit too early. So I could watch the crowd gathering outside. Some were pretty tense, because they couldn't really see their bookings in the book, others were more astonished about the number of people already waiting. A third group was waiting patiently and silently.

The waiter attending to the waiting guests tried hard, but trying is not good enough for some. Especially, since the poor guy had to leave the door and check with his colleagues in the back about tables, I assume, and then come back to the front.

In the time that he was gone, no one was there to attend to the waiting guests - and more came. So there was room for impatience.

Some guests waiting went away, saying, that it takes too long and that they go over to Little Penang, another restaurant. Clearly, there are also queues in front of Little Penang, but I am not focussing on this right now.

The question here is, of course - will those customers ever return? How will they talk about their waiting experience to friends, neighbours, other colleagues? Such events are lasting events for some, while others browse over it easily.

However, every lost customer is lost business - a business that might not return, anymore!

So what can be done? Better management of the waiting list, for sure. Don't let the guests alone - always have someone to entertain them, or be ready to entertain them.

The guy attending to the customers looked stressed, and it was a stressful environment. So give him something that motivates him, immediately, and on the spot - ha, of course I talk about the magic of NLP here :)

Also, understand the individuality of customers. Every customer is different and wants to be treated differently. So train your people to be able to identify the different characteristics of customers, and treat customers the way they want to be treated. Rapport building, for one, is one great way in doing this, subconsciously!

Again, I am promoting my training here, of course, and again, this is something that we are going to talk about in intensity during the training. How to identify the different types of customers and be able to serve them in the way that entertains them most appropriately, so that, in the end, the level of complaints get reduced and you get a reputation even better than the current one. Which, in turn, increases sales. Great, what?

So join me now, okay?

Here are some details!

Just send me a mail to NLP AT asiaminddynamics.com and we take it from there, okay?

Andreas

(NLP in Asia)

(Asia Mind Dynamics)

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