Are You Popping Your Gum?
| Category: Customer Service | Date: 2001-11-20 |
In this article I want to focus on something that should be at the top of your list when it comes to being successful in business, taking your business from Average To Exceptional!
Yesterday as I sat in one of our local restaurants watching all the people shuffle in and wait in line to be seated, I had to ask myself what makes this place so special. What does this establishment have or do that sets them apart from the rest of the restaurants in town, enough so that people will stand in line for hours just to eat here?
As the evening wore on it became very apparent to me. Not only do they offer exceptional food, but they incorporate these 4 elements into their business that give them an edge... that step above their competition.
#1 The Atmosphere
The atmosphere really fit the theme of their restaurant. When you walk into a restaurant called the "Long Horn Steak House" you expect to see, hear and feel the sounds from the rugged old west.
Remnants from that ERA such as stuffed buffalo and cattle heads were carefully mounted around the room. Armadillo's were scattered about and old west photographs lined the walls along colorful horse blankets and other old west and country artifacts.
The background music was "Country" adding to the overall feel of the west. We could even hear the occasional "Yehaaaaaw" from the bartender in the other room.
The furniture was also made to complement their theme. The true spirit of their theme really shines through.
#2 The service
The service was outstanding! We no sooner got seated and were already greeted by a server who explained not only the menu in depth, but what beverages were on special for the evening. She wasn't popping her gum and she didn't have that "This isn't Burger King and I really don't care if you get it your way" attitude.
It takes a good waiter to know just when to be on hand when you need something without being overbearing. It was obvious to me these waiters are trained for more than carrying menus, food and dirty dishes back to the kitchen. They are trained to provide top notch service.
# Quality Product
The first thing to greet your sense of smell at the front door is the delicious aroma of steak being cooked with fabulous seasonings. Do you think this happens by accident? Not hardly! Much attention is paid to details making sure your meal is prepared exactly as you ordered it. Hot FRESH BAKED bread is brought to the table within minutes of being seated.
# Niche
You can walk into just about any restaurant in town and order a steak. But here in Concord New Hampshire there's only one place that make's it their specialty. So when I'm in the mood for a steak do you think I'm going to drive over to Mom & Pops American "You can get any kind of food here" Restaurant or will I be standing in line at the Long Horn Steak House? You're right... Sorry Mom & Pop.
What does all this have to do with you? ..... A LOT!
The very elements that make an any business EXCEPTIONAL and SUCCESSFUL in the bricks and mortar world are the same elements we need to apply to our businesses in the "virtual" world.
What kind of atmosphere does your website generate? Do you portray a theme or is it just a collection of banners and buttons to promote your pet programs?
Do you offer outstanding customer service? Do you list your contact information on your site? Does your visitor feel like he/she is important to you? Are you popping your gum?
Do you have an exceptional product, service or opportunity? What makes yours different from the website next door? Do you offer a "valuable" bonus for buying from you or other reasons to buy from you?
As difficult as it is, you must be as objective as possible. If you wandered into your website, would you buy something from you?
If you can take these four elements and incorporate them into your business, your conversion ratio of "visits verses sales" will definitely increase.
About the Author
Article by Heather Colman, Publisher of eBook Searchengine News. Published bi-monthly by Colman WebShop, eBook Searchengine News will soon be the Premier "eBook Information" resource on the Net providing tips, tools, resources, and "proven" eBook marketing strategies for maximizing your eBook profits. Subscribe (ebsen-on@ebooksearchengine.com)
:To contact see details below.
webmaster@ebooksearchengine.com
http://www.ebooksearchengine.com
Yesterday as I sat in one of our local restaurants watching all the people shuffle in and wait in line to be seated, I had to ask myself what makes this place so special. What does this establishment have or do that sets them apart from the rest of the restaurants in town, enough so that people will stand in line for hours just to eat here?
As the evening wore on it became very apparent to me. Not only do they offer exceptional food, but they incorporate these 4 elements into their business that give them an edge... that step above their competition.
#1 The Atmosphere
The atmosphere really fit the theme of their restaurant. When you walk into a restaurant called the "Long Horn Steak House" you expect to see, hear and feel the sounds from the rugged old west.
Remnants from that ERA such as stuffed buffalo and cattle heads were carefully mounted around the room. Armadillo's were scattered about and old west photographs lined the walls along colorful horse blankets and other old west and country artifacts.
The background music was "Country" adding to the overall feel of the west. We could even hear the occasional "Yehaaaaaw" from the bartender in the other room.
The furniture was also made to complement their theme. The true spirit of their theme really shines through.
#2 The service
The service was outstanding! We no sooner got seated and were already greeted by a server who explained not only the menu in depth, but what beverages were on special for the evening. She wasn't popping her gum and she didn't have that "This isn't Burger King and I really don't care if you get it your way" attitude.
It takes a good waiter to know just when to be on hand when you need something without being overbearing. It was obvious to me these waiters are trained for more than carrying menus, food and dirty dishes back to the kitchen. They are trained to provide top notch service.
# Quality Product
The first thing to greet your sense of smell at the front door is the delicious aroma of steak being cooked with fabulous seasonings. Do you think this happens by accident? Not hardly! Much attention is paid to details making sure your meal is prepared exactly as you ordered it. Hot FRESH BAKED bread is brought to the table within minutes of being seated.
# Niche
You can walk into just about any restaurant in town and order a steak. But here in Concord New Hampshire there's only one place that make's it their specialty. So when I'm in the mood for a steak do you think I'm going to drive over to Mom & Pops American "You can get any kind of food here" Restaurant or will I be standing in line at the Long Horn Steak House? You're right... Sorry Mom & Pop.
What does all this have to do with you? ..... A LOT!
The very elements that make an any business EXCEPTIONAL and SUCCESSFUL in the bricks and mortar world are the same elements we need to apply to our businesses in the "virtual" world.
What kind of atmosphere does your website generate? Do you portray a theme or is it just a collection of banners and buttons to promote your pet programs?
Do you offer outstanding customer service? Do you list your contact information on your site? Does your visitor feel like he/she is important to you? Are you popping your gum?
Do you have an exceptional product, service or opportunity? What makes yours different from the website next door? Do you offer a "valuable" bonus for buying from you or other reasons to buy from you?
As difficult as it is, you must be as objective as possible. If you wandered into your website, would you buy something from you?
If you can take these four elements and incorporate them into your business, your conversion ratio of "visits verses sales" will definitely increase.
About the Author
Article by Heather Colman, Publisher of eBook Searchengine News. Published bi-monthly by Colman WebShop, eBook Searchengine News will soon be the Premier "eBook Information" resource on the Net providing tips, tools, resources, and "proven" eBook marketing strategies for maximizing your eBook profits. Subscribe (ebsen-on@ebooksearchengine.com)
:To contact see details below.
webmaster@ebooksearchengine.com
http://www.ebooksearchengine.com
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