If you own a bubble tea shop, you’re probably always looking for ways to improve your business, especially during this trying time.
There’s no doubt that today’s challenges will separate the well-prepared businesses from those that are not, and not everyone will survive.
One of the best things you can do right now is to focus on your customer service. However, not all customer service efforts are created equally. Focus on the wrong things and you could end up doing more harm than good.
Keep reading to learn about some of the most common customer service mistakes you need to avoid.
1. Undervaluing Your Service Staff
Make no mistake, your staff is your most valuable asset.
Your staff needs to be properly trained and compensated, having clear SOPs and reliable equipment will make their job easier. You also need to make sure that you keep your staff happy and let them know they’re appreciated and they will naturally provide your customers with great service. Today’s customers are very sensitive to how businesses treat their customers, so do the right thing and it will pay off.
2. Being Reactive Instead of Proactive
Far too many businesses make the mistake of allowing things to be “good enough” until a problem arises.
Then, they react by making knee-jerk changes to try to resolve the problem. Spend some time trying to surprise and delight your customers proactively instead!
3. Not Focusing on What Your Customers Want
Another mistake business owners make is providing the products and services they want to deliver instead of paying attention to what customers actually want.
You can have the best bubble tea machines and serve the most amazing product, but if you aren’t keeping your customers happy, none of this matters.
Don’t know what your customers want? Ask them! Try collecting emails and sending out the occasional survey or even leave surveys and comment cards out on your table.
4. Failing to Listen
Once you’ve asked your customers for their opinions, make sure you actually listen.
Take some time once a month to evaluate the feedback you’re receiving and decide what you’re going to do about it.
The same applies to your employees. The most successful businesses have an open-door policy allowing their employees to provide feedback and suggestions at any time. Always listen carefully to what they have to say and look for ways to implement their suggestions.
5. Lack of Personalization
Churning orders out quickly is great, but don’t overdo it!
Make sure that you and your staff provide as much personalization as possible. Get to know your customers as often as possible – including their first names and their favorite orders.
Trust us, this will make a huge difference when it comes to customer loyalty!
6. Breaking Promises
Always, always do what you say you do, when you say you’ll do it.
Even when things get volatile, as they are right now, it’s important to keep your promises. If you’ve offered a discount coupon or a loyalty card, don’t go back on it now.
The small financial hit you’ll take by honoring your obligations now is far less than what you’ll experience later if you lose your customers’ trust.
7. Having Long Wait Times
It’s no secret that people are busy and they don’t want to wail. Although the occasional rush is fine, customers won’t tolerate having to wait forever for their drinks every time they visit your shop.
Continually monitor how long it takes for you to take people’s orders, cash them out, and deliver the product. If your times aren’t optimal, look for ways to shorten them. This could mean hiring more staff, working yourself during peak times, getting some additional equipment, or changing your process.
Sometimes, you’ll have to try a few different things before you figure out what works. Don’t be afraid of some trial and error if it helps you improve your business in the long run.
8. Arguing with Customers
The term “The customer is always right,” is a cliché for a reason. While it’s true that there are times when the customer actually is in the wrong, you should never, ever argue with them.
Even if you don’t agree with what they’re saying, just figure out how to fix it. This will pay off in the long run, even if it’s frustrating right now.
9. Failing to Have an Emergency Plan
If there ever was evidence that you need an emergency plan in place, this is it. With businesses shutting down all across the country, many owners are learning the hard way that they’re terribly ill-equipped.
If this is happening to you, now is the perfect time to start working on a plan to turn things around. When you come through on the other side, make sure you have an emergency operation plan in place.
You’ll also want to start putting money away in an emergency fund so you’re in a better position if something like this happens again in the future. Just a few dollars each week will add up quickly, so make sure you start this as soon as possible.
10. Bombarding Your Customers with Sales Tactics
Keep your menu and offerings simple so that you don’t confuse your customers. While it’s a great idea to reach out to your customers occasionally, don’t overdo it.
If you’re constantly bombarding them with emails, surveys, postcards, and more, they will quickly tire of it. Build customer loyalty by reaching out just enough to keep them wanting to come back for more.
Now that you know all of the best customer tips for your bubble tea shop, you’re in a better position to help your business stand out from your competition!