When it comes to gaining and retaining customers, businesses often get just one chance to make a good impression.
With a wealth of local companies competing for Baton Rouge consumers’ time and attention, businesses must find ways to set themselves apart from their rivals. Six prominent locally owned and operated firms have found that customer service is the key to doing so. From restaurants to retail, these companies boast a successful track record in the local community and are looking forward to continued growth.
Business Report recently surveyed its readers to find out which local businesses left the most positive impressions with them. The magazine then sat down with executives of the companies—Raising Cane’s, CC’s Coffee House, Campus Federal Credit Union, All Star Automotive, Bet-R Neighborhood Market and Lee Michaels Fine Jewelry—to get a look inside their customer service playbooks for a feature from the current issue.
“It starts with selection and finding people who have an enthusiastic way about them in their day-to-day life,” says Raising Cane’s regional vice president of operations Clint Penfield. “We know that will transfer over to the workplace. It is about creating and maintaining an environment that is great for customers. And when that happens, it can only happen with crewmembers contributing to that environment.”
Along with careful hiring, CC’s Coffee House Senior Director of Company Operations Sean Marlow says using mystery shoppers is a good way to evaluate and improve customer service within the company.
“At the very end of the mystery shop, there is the opportunity for the shopper to call out the team member or even the whole team on what they did to make their experience that much more special or share what their expectations are,” he says.
Listening is key to customer service, says Campus Federal Credit Union Chief Development officer Ron Moreau. And that means listening to your staff members as well as your customers.
“They are the voice of the public. They have ideas for continuous improvement,” Moreau says of his staff. “Our CEO Dawn Harris constantly sends out communications to our staff wanting to know, ‘Let me know anything you’ve done unexpected for our members.’ So everyone is striving to do the unexpected.”
With a wealth of local companies competing for Baton Rouge consumers’ time and attention, businesses must find ways to set themselves apart from their rivals. Six prominent locally owned and operated firms have found that customer service is the key to doing so. From restaurants to retail, these companies boast a successful track record in the local community and are looking forward to continued growth.
Business Report recently surveyed its readers to find out which local businesses left the most positive impressions with them. The magazine then sat down with executives of the companies—Raising Cane’s, CC’s Coffee House, Campus Federal Credit Union, All Star Automotive, Bet-R Neighborhood Market and Lee Michaels Fine Jewelry—to get a look inside their customer service playbooks for a feature from the current issue.
“It starts with selection and finding people who have an enthusiastic way about them in their day-to-day life,” says Raising Cane’s regional vice president of operations Clint Penfield. “We know that will transfer over to the workplace. It is about creating and maintaining an environment that is great for customers. And when that happens, it can only happen with crewmembers contributing to that environment.”
Along with careful hiring, CC’s Coffee House Senior Director of Company Operations Sean Marlow says using mystery shoppers is a good way to evaluate and improve customer service within the company.
“At the very end of the mystery shop, there is the opportunity for the shopper to call out the team member or even the whole team on what they did to make their experience that much more special or share what their expectations are,” he says.
Listening is key to customer service, says Campus Federal Credit Union Chief Development officer Ron Moreau. And that means listening to your staff members as well as your customers.
“They are the voice of the public. They have ideas for continuous improvement,” Moreau says of his staff. “Our CEO Dawn Harris constantly sends out communications to our staff wanting to know, ‘Let me know anything you’ve done unexpected for our members.’ So everyone is striving to do the unexpected.”
SOURCE: Business Report
If you're considering implementing a mystery shopper program for your company, or would like to join us as a mystery shopper, we'd love to have you join us!
Learn more here by clicking HERE!
If you're considering implementing a mystery shopper program for your company, or would like to join us as a mystery shopper, we'd love to have you join us!
Learn more here by clicking HERE!