Thinking about a new job?


Browse our hospitality, food services and tourism job offers

· Misc

Are the steps to attract a customer that difficult?

Let me try a breakthrough, let's say, more philosophical to the sale (or service) approach which you provide to your customers, no matter the department: restaurant, reservations, catering, etc. All these calls which you receive and all these interactions in front of customers deserve to be approached in such a way that will help reach results. Do we have the right state of mind when we're about to speak to the customers?

One of my main objectives, when it comes to training our clients, is to "convert" the employees from order takers to experience creators (or value makers). Doing these tasks on the autopilot will have a fatal effect on the company in the long-term. Thus, it is important to execute your tasks with a different approach which will wow the customers - no matter the tasks or the roles the employees have.

Do not forget that if certain roles in your company do not interact directly with the customers, they interact probably with somebody who speaks directly to them.

With that said, here is a series of questions that you could cover with your teams and prepare them to create memorable experiences.

1. What the customer has to hear

And not what you want to tell him (her). Every customer is different. Even if sometimes the requests are alike, it is necessary for you to adapt your message according to the customer. One can make us understand that he wants his answers quickly whereas the other could want many more details.

Also, it can be a question of taste; a color instead of another one, a view compared to another one, for example.

2. Those who speak to the customers, do they see it from their perspective?

What encourages the customers to buy or to make a commitment? How to say just enough, not too much, so that the customer sees some value in what you offer. There are certainly things which appeals to these customers, yet it is while stating the benefits of your products and services that you will succeed.

It is at this moment that you avoid giving a price too quickly.

3. Do you really have a customer centric approach?

What type of listening do you have? If you simply want to answer the question, giving the price does the work...on the short-term.

A person who calls, does he/she want to reserve or only to have information? In both cases, it is necessary to put on your seller's hat. Every customer who approaches you and says wanting information is a prospect; he will possibly want to buy.

Does he want a quick answer or to take time to look at all the aspects of his demand? Each has their own rhythm and it is necessary to understand it from the first seconds of the interaction. For that purpose, when the person is in front of you, you have the advantage of reading his/her body language.

4. Do you really listen?

Reading between the lines, hearing between the words, looking for opportunity to do something that will charm the customer.
If a customer asks: " how much does it cost for a room at your place? ", is he asking: " I know that this is going to be expensive but what if it is better than I thought? " Or is he simply saying: "Prove to me that it is worth the cost to stay at your hotel "?

What is the difference between service and sales?
Actually, both should be linked in the same effort. " I am going to answer your questions but I am also going to give you the necessary information so that you decide to stay with us! "

In summary, it's better to begin a call (or any interaction with a customer) without a preconceived idea but rather: " what can I do to better serve this customer, even improve this interaction? " Whether it is for a reservation, information on the region or the hours of the restaurant, you have to begin with a blank page.

Sometimes, it is just in the approach that it fails because, honestly, the steps to attract a customer aren't that difficult to make, right?

Francis Prézeau

Signature Canada is a leader in training employees to deliver legendary customer service while increasing sales. Since 1986, Signature’s unique training methodology has provided a measurable ROI for our customers, compelling them to return year after year. www.signaturecanada.ca