Costs nothing to be polite They Convinced that courtesy is the company one of the most important cultural and also our mode of communication between colleagues. Courteous spirit enables our employees to provide the most friendly service to customers, but also to make more harmonious between employees and efficient. Mr.. LU believe criticizing others will only bring harm , criticized people will feel unpleasant and affect their morale, on the contrary more and more you can encourage others to increase the company every employee motivation.
So companies often encourage and appreciate employees hope the employees can work happy mood. Trustworthy, Diligence Dare to shoulder Bring confidence to customers by food is our commitment to every customer. From he opening to now, we keep the faith, keep the customer envisaged in order that customers can feel the real “people food” feeling. Mr… Lb Yogic over the years to make a new attempt, also a record of the food that they have again improved, dedication to every customer to contribute.
Customer relationship management (CRM) practices have traditionally included sales activities, marketing,customer care and even technical support. However, “eat together” restaurant have none of the element which mention above. There have don not have any sale activities to attract customer ,they do not have rumination or special preferential to any group of people. Always remind unchanged when their competitors moving forward. One of the cornerstones of CRM , is to communicate with customer. However , one way traffic become the main communication with customer.
Therefore , there restaurant don not know the customer want or complaint, which mean there have limit of improvement. According to Cashiered Model , a restaurant primary reason for existence is to serve the customer , actual goal is profitability. Despite “Eat together” have their own identity,it is not enough for compete with other restaurant because he identity is not clear and outstanding . As a result the company cannot work on deepening and boarding the relationship. The staff and waiter in “Eat together” do not have the code of conduct.
Although they have a suit of uniform with their company name, besides that , there have no sign to show that they are welcome customer , discipline , tidy etc . The customer will not come back cause they think they are not treat as a customer or company takes the customers situation seriously. Basically,”Eat together” restaurant have nothing to attract people coming back,no tater in staff training , marketing strategies or customer care . 2. New mission statement The starting point of a relationship is the cultivation and optimization of commitment between the customer and supplier during their long term interactions.
Commitment reflects the intention on the part of both parties to continue the relationship in the future , regardless of changes which may occur in the environment Basic on the above standard the restaurant should makes a point of learning more about the needs and desires of the individual or group of customers , and examines the uncertainties experienced within the relationship. More importantly,there must have two way interaction with customers . The”Eat together”restaurant will have own styles of cooking which will more suitable for Hong Kong people flavor .
To ensure that each guest receives professional, friendly and courteous service. To maintain a clean, comfortable and well maintained environment for our guests and staff.. To sell delicious , remarkable and unique food and drinks . To consistently provide our customers with impeccable service by demonstrating warmth . To have every customer who comes through our doors leave impressed by “Eat together” and excited to come back again. To provide all who work with us a friendly, cooperative and rewarding environment which encourages long- term, satisfying, growth employment. 2. 1 Slogan & core value Unique, Fast.
In order to seize this advantage , we will promote the new package on the internet and leaflet. The new package is about there will have better price or treatment for the student who with uniform or student card , for example free snack or drink. Meanwhile,we will enhance on the delivery method. This policy is especially for the customer from factory. Actually most of the people will hose delivery rather go to the restaurant , they think this is more convenience and efficiency. We will using some method to ensure the quality of food will not decrease after keep it in a box for some time.
We will record customer information to the computer system , send the nonproductive and latest promotions to them. Also record the different customer suggestion and opinion,so as to provide better quality and flavor(what kind of food / taste they want most). This policy not only for the factory but also the other customer, In order to further develop the commitment of our customers , there have some loyalty programmer. We want our guest to feel as if they are more than a mere transaction , so we will promote a membership and pip benefits programmers,it can break down barriers between customers and us.
They will have a card for them which containing their information like certain behavior , flavor and background information. They can scan appropriate rewards. Most standard POS systems can do this. Let will track the frequency of customers’ visits, their birthdays and what they like to buy from you. You can use this information to find ways to encourage the most profitable behavior hanged. For example, maybe the customer never orders an appetizer with their meal. The software could prompt you to offer them a free appetizer. F they enjoy it, they will be more likely to purchase an appetizer in the future. Vice versa, if the customer always order a food , we can give them a relative flavor options to them . Instead of a points system, you could create a customer competition where the top 10 or 20 customers receive a special reward, like a free snack,drink, etc. You can use software to determine who our best customers are, or you can simply keep track of glamorousness’ names and count the frequency of their visits and how much they spend. Full database We will build up rutabagas.
Having access to frequent customers’ emails and addresses will allow you to send the rewards or special offers in case there is a lull in their patronage. Automatic rewards systems. The nice thing about an automatic rewards system is that customers do not have to sign up or carry a card around with them. With the right software, customers that give you their names or pay with credit cards can be automatically entered into our loyalty program. You can then surprise them with a free gift once they have achieved a certain number of points.
Tell our customers that you are rewarding them for their repeat business, and you hope you will see them again soon. Card filing system It is good if a customer wants to carry around their card, since seeing the card in their wallet will remind them of our restaurant. However, many customers have full wallets, and would appreciate it if you kept their card at our establishment. With a good filing system, finding the cards can be fast and easy; ask customers their name and find their card alphabetically. Or if you have computer software, you can simply keep track of their purchases electronically.
Provide up-front and ongoing training Once identified, staff should receive special training. They must have the empathy, bridging and negotiation skills needed to open and close a customer care issue and negotiate and resolve issue and problem. A certain amount of ongoing training is required. Staff must be kept abreast of the latest client offers. They must know how to change a customer’s payment due date, offer credits, or waive a revive fee. If the customer recently lost a Job, the staff must be able to show empathy and offer moment alternatives.
Control customer service quality and performance With customer data and payment habits on screen the moment the call comes in, while remaining firm enough to meet the client’s collection targets. Statistics prove that empathy and the ability to offer alternative arrangements – as opposed to the traditional, bottom-line collections call enhances customer satisfaction/loyalty and increases the likelihood of receiving payment. Provide motivation and incentives Every client has different needs. There are a variety of client-specific compensation models. Earnings and incentives can be based on collection rate measurements.
With this strategy, staff are able to engage late-paying customers and gradually move them away from the collections process, in some cases permanently. Identifying and resolving past-due issues before the customer reaches the collections stage is a proven way to enhance the bottom line. 5. Conclusion CRM strategies offer companies a complete view of their customers across the entire organization. When implemented properly, companies reap large gains from these efficiencies by offering better service and developing deeper relationships with customers.
