Are you ignoring the customer right in front of you?
It was my birthday so I decided to stop at Starbucks on the way to the office to treat myself to a latte and a muffin. The line was short, with only a couple of customers in front of me. Great. This should be quick.
I order and pay.
As the staff are busy making drinks for customers who are not even there.
They are making drinks for the mobile order customers who have ordered online. Which is great. Great for Starbucks.
Not so great for me as I stand there waiting and wondering, with no idea how many customers are in front of me in The Invisible Line.
And actually not all that great for the online customers either as their drinks sit there getting cold.
By making it easier for online customers to place orders, this business has made it more difficult for the customer at the store to be served.
So how does your business capitalize on the customer right in front of you? Can you enhance the level of service for the customer who shows up? How can you leverage that customer into repeat business or a larger ticket? How do you serve them so that their expectations are met?
How does your business fulfill service to mobile or online customers to meet their expectations of efficiency, while still providing the unique customer experience you want to to associate with your brand? Will they think of you for other products and services you offer, or only for the one thing they already know you have?
With the retail apocalypse in the news almost every day, this question is one begging for an answer.
How does your business meet these challenges?
Pricing and Product Specialist at cfm Distributors, Inc.
Julie grew up in Omaha and graduated from Creighton University. She has been with cfm since 2010. At cfm, Julie will help you with commercial replacement projects, new construction plan and spec jobs, and specialty equipment such as Bard packaged units, Reznor heaters, and other items large and small. Julie has lived in Kansas City for over 25 years, and enjoys live music, BBQ and hanging out with family and friends.