With social media and review websites becoming more and more popular in recent years it is more important than ever to ensure customers have a good experience while visiting your fish & chip business as good reviews can significantly help build trade while a few negative ones can seriously damage it.
We are often surprised that some fish and chip shop owners spend big money on shop fittings, buy a top quality expensive frying range, work hard to produce a good and consistence produce but don’t give the attention we think is so important in having good customer facing service. It can make such a difference to a shops trade.
Although classed as a fast food it is not at all unusual for a customer to spend 5 to 15 minutes in a shop, queuing or waiting for the food to be cooked. It they have a smiling face and a bit of chat with the counter staff, for most it make for a much more pleasurable experience and makes the wait so much easier.
One of our very successful clients trains his counter staff three basic things that they should do with all customers. Eye contact, smile, speak. In fact he has small signs under the counter reminding the counter staff. So simple but it can make such a difference. The number of times I have been into a shop to encounter a staff member who doesn’t even look up to acknowledge me speaking to them, doesn’t reply or grunts and then walks off an leans against the range.
So remember to talk to and train your staff with the three simple words, EYE CONTACT – SMILE, – SPEAK.