And would they care?
If a long time customer (2 years, 5 years, 25 years, whatever) walked into your business today and all your staff was different from their last visit, would they notice the change?
Why do I ask?
Engagement. Relationship. Stickiness.
IE: Buzzwords that answer the question: “Why the heck should I come back?”
Think about it.
- Have your employees engaged your customers in conversation, or just sold ’em something?
- Have they worked to create a relationship that causes their customers to gravitate to them or ask for them by name when they call?
- Do your customers go to their assigned sales rep because that’s who they’re assigned to, or because they know they’ll get the help they need from someone who knows their situation better than anyone?
- Have they established a substantial level of trust with that customer to encourage repeat visits?
- Have they exerted the effort necessary to learn as much as they can about the customer in order to serve them better?
- Does your staff take ownership of their clients and their situation?
- Do your clients ask for a particular waiter when they come to your restaurant?
Is 2% the only difference between you and them?
If your staff hasn’t taken the steps I described above, wouldn’t it be a lot easier to go elsewhere to save 2%?
How are you insulating yourself from that?