Providing the best possible fish and chip shop customer service!
We have previously covered the topics of training and recruitment. Now let’s delve deeper into customer service and how you can start providing the best fish and chip shop customer service for your customers.
Taking a look at customer service
• There has been a lot of research done into human behaviour. Mentally, we make decisions about people in a fraction of a second often just by catching the smallest of glimpses. These first impressions are often hard to break. The answer – SMILE!
• Opening comment. Train your team or shop counter employee on what to say. What will be their opening statement to a customer. Give them three options so it does not sound too repetitive. Make sure the statement is an “open” question. “Are you having a good day” is a closed statement and will result in a yes or no answer, shutting down the communication. “How has your day been is an “open” question and often will result in starting a conversation.
• Train your employee and even write a document on what to say whilst the customer is in the shop. Human nature dictates we like talking about ourselves, make sure the customer feels important by allowing them to talk about what they would like to discuss
• Children in the shop with parents. Parents or guardians always like talking about their kids. Ask how old they, where they go to school or what do they like doing?
Know your customer
Have you even been in a pub where the landlord pours your drink even before asking it? “Would you like your normal cod and chips Mr Jones” is so much better than “what would you like today?” Ask them about their family, are they going on holiday, what have they been up to.
• Keeping a note of your customers. This may be very difficult to do, but can you write a manual note at the end of the day on who has been in and are there any regular eating patterns? For example, write down that the old bald man that comes in every Tuesday lunchtime is called “David” he has two children that live in London and Sheffield. (Ask your front of house person to do this as well). Soon you will build a profile of your regular clients who will enjoy the warm welcome.
• Thank them for the business, and “hope to see you soon” comment goes down well
We hope that when you look to lease or finance equipment for your fish and chip shop, you will see first-hand how we focus on providing an excellent customer service.
For more details, please call a member of our team on 01494 422 458, or email us on firstname.lastname@example.org.