Who's to blame when the customers don't come back?

While it’s easy to blame the customer for the deteriorating relationship, 85% of the time it’s not their fault.  The business owner can control whether the relationship is solid and grows by being responsive and proactive. No matter what business you're in you must nurture your relationship with your current clientele. Fail to do that and they'll go somewhere else.

When it comes to providing dining services, restaurant employees can either be an order taker, who simply takes the order and gives the customer exactly what he or she requested or it can have a higher agenda, where the diners will get much more than they expected. Being an order taker may be fine, especially in industries where there is little competition, but in order to grow the business, you must have a higher agenda.

Successful businesses are very proactive in agenda setting. They spend enough time with the clients/customers/guests, learn from them and give them more than what they need.

What else will set you apart from your competition?

Andre Plessis
Customer Service & Hospitality Consultant
AP Consulting Los Angeles