Customer service, more than any other factor, is the key to happy customers. Happy customers become loyal customers, and they provide word-of-mouth recommendations that attract new customers.
Columbus, Ohio (PRWEB) August 31, 2012
The daily goal of a coffee shop owner should be to exceed customer expectations, according to Greg Ubert, founder and president of Crimson Cup Coffee & Tea, a coffee roaster and coffee business consultant that offers a franchise alternative for independent coffee shops.
“Customer service, more than any other factor, is the key to happy customers,” he said.“Happy customers become loyal customers, and they provide word-of-mouth recommendations that attract new customers.”
Ubert, who has coached hundreds of successful independent coffee house owners since 1991, offered several tips for achieving great customer excerpted from his book, Seven Steps to Success in the Specialty Coffee Industry.
Start with exceptional products. Specialty coffee customers have refined tastes, so the quality of your coffee, milk, syrups and other drink ingredients must be second-to-none.
Set positive expectations. A little enthusiasm goes a long way toward creating a positive experience for your customer. Tell customers about the special qualities that set your drinks apart. Anyone can make a drink and slap it down on the counter. But get your customers feeling excited about the drink they’re about to consume, and chances are they’ll be delighted.
Hire friendly, outgoing people. Friendly people make a good first impression on customers walking in your door. People can be trained to be fast and efficient, but you cannot train them to be friendly. It is simply a part of their disposition.
Become an expert at what you do. Product knowledge is key to customer satisfaction. Make sure your employees know your drink menu backwards and forwards so that they have the confidence to make drink recommendations to customers.
Greet every customer. Acknowledging your customers as soon as they walk in the door makes them feel welcome. All employees should be encouraged to meet and greet customers from their workstations – with eye contact, a smile and a quick wave or “hello.”
Know your customers. The key to repeat business is to know what your customer wants as they walk in the door. This makes the customer feel special and increases the speed with which you can serve them.
Avoid the disservice of self-service. Offering self-service air pots of drip coffee will take away the focus from why you opened a coffee house: to serve great-tasting espresso-based drinks.
Customer service is just one element covered in Crimson Cup’s coffee shop franchise alternative program. Based on Ubert’s book, Seven Steps to Success in the Specialty Coffee Industry, the program teaches everything an entrepreneur needs to open a coffee shop business.
“Great customer service doesn’t occur in a vacuum. It’s tied to other Steps such as Training and Layout,” Ubert said. “For instance, if the shop is laid out properly and folks are well-trained, it allows for quicker customer service and better drinks – resulting in happier customers.
“That’s why Crimson Cup teaches an integrated approach to coffee shop operations,” he added. The coffee franchise alternative offers expert input on choosing a coffee-shop location, selecting equipment, sourcing products and much more – all designed to help reduce costs, increase profits and eliminate potential headaches.
“Crimson Cup offers everything a coffee shop franchise does – and more – but without the franchise fees and business restrictions,” Ubert said. “We go beyond most coffee franchise and consulting programs by offering comprehensive, free on-site training through the grand opening to ensure that new coffee shops get off to a profitable start.”
To learn more about the 7 Steps coffee franchise alternative program or to schedule an initial consultation, call 888-800-9224 or visit the Crimson Cup website.
About Crimson Cup Coffee & Tea
Since 1991, Crimson Cup Coffee & Tea has roasted and packaged quality, great-tasting coffee in Columbus, Ohio and taught independent business owners how to be successful in specialty coffee. In 2007, Crimson Cup opened its first company-owned coffee house, which joined a network of more than 350 independent coffee houses, grocers, college and universities, and food service operations across 25 states that serve Crimson Cup beverages. For more information, visit crimsoncup.com. ccct083112