Wines of Canada: Bob's View

Bob's View

Hospitality Its the attitude!

When asked the question: Who is the most important person in your business. The answer is of course the customer In most cases you are relaying on the continuous support of the customer and the reference they may provide for your business. The easy part of building a successful business is to get the customer to enter your establishment the first time. The hardest part is to get them to return. If you are like the average company, up to 40% of your customers walk out the door and never come back. What's worse, the "average" business is totally oblivious to their actual churn rate—so they do nothing to correct the problem

The number one reason people fail to return to a business is related to attitude. The attitude of indifference from the individual(s) who they encounter. To repeat that the number one reason for lost customers is the attitude. A poor attitude, poor service, disinterest service is the number one reason a customer does not return. When some is happy with the services provide by a company the chances of them telling someone are less than 10% if they are unhappy the chances of them telling someone are over 80% the changes of them telling multiple people over 65%

Since I spent over 25 years in the hospitality business including writing a super host training program and at one time owned two restaurants I am very critical of the standards of service I receive in any business. I have had a few bad experiences as a customer dealing with improperly trained employees and management people. I'll never eat again at Boston Pizza.

There are other ways besides direct contact with a poor attitude that can also result in a business losing customers. Included here; not respond to inquiries either by phone, email or letters,or keep customers, investors, media and stakeholders updated.
Today your online presence is also a key factor. Respect those who support your business.

More Bob's View

1. Labels 2. Wine Language 3. Cawston BC 4. Paying for etiquette 5. Nova Scotia 6. Walnut Wine 7.Christmas Wines
8. Tilman Hainle 9. Canada's Wine history 10. Wine tasting Manners