Reassuring the Customer
Creating customer satisfaction is more than smiles and happy faces. Great service providers stand out, so make yourself memorable.
When a customer places an order for one of our tantalizing treats, reassure them that their choice was a good one. For example, when a customer places an order for a “Turtle sundae”‘ our cashier will respond with a reassuring phrase such as, “Mmm, good choice! You’ll love it! Or,” That’s my favorite too!”
Have you ever gone to a restaurant where you’ve made a selection and the waitress couldn’t care less what you ordered – no emotion or expression on her face? And you think to yourself, “Gee I wonder if what I ordered will be any good” Or how about a major purchase at a department store that you spent hours agonizing over whether or not you should spend that kind of money on an outfit and the clerk says looks at you and says nothing – just rings up the sale and collects your money. How deflating, isn’t it? Inject some of your vibrant personality into the process, as opposed to just touching the keys and saying, “Is that it?”
Remember, every contact is an opportunity to make it a memorable experience. We are deliberately trying to exceed our customer’s expectations!
Know our Products
Customers expect you to know what makes our ice cream so great. When a customer asks whether you have hard ice cream – BAM! A light goes on in your head, that’s your signal and this is your chance to shine. Be absolutely delighted that they asked! Your eyebrows raise up and you enthusiastically reply, ”
“Uncle Ray’s ice cream is very different. It’s hand-crafted in small batches. We make it fresh EVERYDAY- right here in our store! It’s artisan in every sense of the word.” So yes, we want to distinguish it from generic hard ice cream.
Hard ice cream is what is made in factories, shipped across the country, stored in freezers, then sold in grocery stores, gas stations or other ice cream shops.
Our REAL Fruit frozen yogurt? That’s something really special! You see, we make that FRESH too -right before their very eyes, WOW!
Our products are unique – we take a lot of effort to make them – we’re talking major effort here!
Uncle Ray’s FRESH daily ice cream takes over eight hours per day- everyday to make.
We’re down right proud of it – you should be too!
We’ve been on the front page of the Detroit News called Detroit’s top 10 – we’re talking Detroit, the Flint Journal and all the TV stations. Uncle Ray’s is held in high esteem – and rightfully so.
Memorable experiences and delighted customers have earned us a reputation second to none. That’s why we have to continue our mission to Knock Their Socks Off.
Extra Points for Style – the Audition
Think about this. A competent annual physical performed by a rude, disheveled or distracted physician isn’t likely to be a satisfying experience for the patient, regardless of the technical excellence of the doctor. Well, the same goes for the Uncle Ray’s ice cream business. Once you’ve mastered the fundamentals of knowing our products, it’s your confident style that sets you apart. The first four seconds of any contact is a kind of an audition for meeting your customers’ expectations. But first impressions are only the beginning. In the service business, everything communicates your style to customers. The way you dress (Is your shirt dirty, wrinkled, or un-tucked. Is your hair neatly styled or do you just look plain -disheveled?) The way you move, the way you talk, the way you do or don’t make eye contact. Listen and respond. The way you act when you’re not taking care of customers, but still within their view. The way you take care of person ahead of them in line. All of these impressions add up to say, “I know what you need and I can take care of that for you.”
Reliable service delivered quickly and confidently. Be knowledgeable. Courteous people -what more could our customers want?