Your customer experience is the next competitive ground. –Jerry Gregoire
We don’t do that!
Have you ever gone to ask for a service, maybe ask a waiter to some something on the side, and you are willing to pay for it, and they say, “We don’t do that!” How annoying does it get? Unless in the older days when everything had to be standardized, or if you are in the mass production business, you should listen to what your customers want.
In this information era, customers know what they want, know their right and are willing to pay dearly for it. If you don’t give them what they want, they will go to the next person that is willing to give them that. That is why you have seen there are a lot of ‘customized’ products lately. They want their image in those branded candles, mugs; look at what Cocacola has done with the branded Coke. Did they increase their sales? Hell, yes! Some people could buy a Coke drink with their names on it and decide not to drink in, instead, keep it in their house as a trophy.
In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away. Doug Warner
You cannot escape from being flexible. I know, sometimes flexibility can be expensive, and that is why you have to plan for it. Know what you can do and what you cant do. Infact what you should do is lidten to the customer’s complain/ request, and see a business opportunity in that. Let it be the next time they come around, the side item they wanted is in the menu.
Know your customers
I cannot insist fail to insist on the topic of understanding your target. If you know your customer very well, you are likely to anticipate what they will ask for. E.g. The older generations are comfortable with same old, same old. They like the same kind of dish, made the same way, accompanied by the same drink. The millennials on the other hand, want to experiment, and will always change their tastes. If you serve strawberry and Vanilla Milkshakes, you may want to add some other flavours. Look at what Cocacola did with their Fanta Passion. As much as there are enough soda flavours to go around, their customers are mostly young people and they will get bored by the same old flavours. Introducing a new flavor, associating it with fun and promoting the hell out of it does it.