establishment would normally take all efforts to keep the place
hygienic to meet health and safety regulations and of course for
customer satisfaction. This satisfies all interested parties. The
matter should be closed there.
But inviting a guest to your
kitchen is letting him inspect for himself and see the effort taken to
ensure the highest standards to satisfy him. It is showing confidence in
your commitments. We pass a message of transparency in our operations.
Having invited the guest, the visit is bound to elicit suggestions. As a
matter of fact it should be expected and welcomed. Most important, it
is building the customer’s trust in your establishment. It is telling
him that we care and want to satisfy you. See it for yourself.
Isn’t it great to visit a
seafood restaurant where you can choose what you like and see the
preparation through a glass window between the dining area and the
kitchen? Other than the preparation, which should cater to your palate,
you are now satisfied you got what you ordered for.
Similarly when you enter any
establishment the cleanliness, hygiene and maintenance of their rest
rooms is a direct reflection on their level of customer focus and care.
Restaurants, shopping malls, movie theatres are few such places where
you could spend a considerable amount of time and hence may have to use
the rest rooms. One would think twice before visiting establishments if
their restrooms were smelly with leaky faucets, empty soap dispensers,
door latches not locking up, dull or dirty mirrors to name a few. It is
an important factor to be kept in mind in customer care. This
determines repeat visits and referrals, which in turn reflects on your
business and growth.
Similarly the first impression
you give the customer has a lasting and permanent effect on business
success. Aspects such as excellent parking facilities, environment of
the reception area, cleanliness of the premises etc enable the customer
to form an image of the company and confirms his future relationship
with the establishment.
Comfort in getting access to
your establishment and a convenient parking mean a lot to the customer.
An efficient looking reception without papers cluttered and phones
screaming away, assures his visit. The cleanliness and décor of the
place speaks for itself (whether they expected him there or not).
You cannot have a magazine or
newsletter of Jan. 2003 strewn around when you are in Sep. 2003. Also it
would be most unsuitable to have a gossip magazine in a medical clinic
or a medical journal in a beauty parlor, as this would mean changing the
focus of the customer from the purpose of his visit.
In short the customer should be
made welcome, not only by the human element but the surrounding should
also mould itself such as to make it a congenial visit. The tangible and
intangible, the emotional and material factors should all welcome him.
They act as signals luring the customer to your establishment and making
him comfortable and at home.
Why not throw him the ‘red carpet’? After all he deserves it.