A satisfied customer brings two! We figured out the intricacies of quality service with the winners of the Good Place

Which companies receive the "Good Place" award

Good Place is an annual award given to businesses with the highest ratings based on reviews and ratings from Yandex users.

The winners are awarded a certificate and a special sticker that can be hung on a shop window or front door. The sign is also displayed in the company profile in Yandex Business and in Maps. This year, the Good Place award went to more than 39 thousand companies in 44 different categories - from restaurants and hotels to car services and veterinary clinics.

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What to do to make customers love your company

Find your chip

Customers want not only to buy a product or service, but also to get a good experience. If the service fails, the buyer may not give a second chance and immediately go to competitors. For example, more than half of dissatisfied hotel customers refusedThe current state of customer experience within seven major industries / Qualtrics returning to the hotel after the first bad experience. And among those who gave a high rating, 86% were ready to stay in the place they liked again.

Make sure the client gets more than what they expect. Just a quality manicure will not distinguish your salon from hundreds of others. But the unique concept will be. Create the atmosphere of a Parisian cafe in the studio, offer guests a cup of coffee and fresh croissants, and clients will come to you not so much for well-groomed nails, but for the mood.

Let visitors know that they are always welcome. For example, regular customers can be offered priority booking or table reservations without a deposit. Even the little things matter.

Surprise the customer with something new

Unusual ingredients in the composition of the product, services that are not available in other establishments make the company unique in the eyes of the client. For example, in a coffee shop you can brew not only classic espresso and latte, but also offer author's coffee-based cocktails with spices, syrups and dried fruits.

Grow your business so your customers don't get bored. Update the menu, introduce seasonal items, offer additional treatments, and guests will deliberately drop in on you.

Adapt to a changing reality

If you follow trends, you can easily anticipate the desires of customers and improve the product. For example, today you can buy on the Internet not only goods, but also services. A fitness club can conduct online training for clients who often travel on business trips or work without a clear schedule. Car dealership - remotely advise before buying a car.

Work with reviews

Don't forget to collect feedback from visitors. So you can better understand the needs of customers and see the sensitive areas of the service. But people are not always ready to share their opinion. Unobtrusively invite them to write a review on your page in social networks or in other open areas. If you have a client's contacts, send him a message asking him to talk about the visit.

Did the person write a negative comment? Do not ignore it, it will aggravate the situation. Try to show the commenter that their opinion is important to you. Understand the conflict and tell what you will do so that it does not happen again. If it seems to you that the criticism is not constructive, politely explain to the client how your work works so that other users, getting acquainted with the reviews, see the situation from two sides.

Positive feedback should not be ignored either. Thank the client, and so that the answer does not look too dry, add something personal to it. For example, not just “Thank you for choosing our cafe”, but “We are glad that you liked our signature chocolate dessert. By the way, our barista is also a fan of his.” In response, you can stimulate the client to new purchases. Invite him to try other products or tell him about upcoming promotions and new products.

Pay attention to employees

Often an entrepreneur is focused only on the product, but overlooks the behavior of the staff. Watch how your employees work. Perhaps they often make mistakes or behave rudely towards customers. Even at the stage of recruiting people, it is necessary to pay special attention not only to the qualifications of a particular candidate, but also to the so-called soft skills. These are superprofessional skills that help a person to join a team and be effective: empathy, the ability to get out of conflicts in a friendly way, communication skills.

The owner of the company should pay attention to the atmosphere in the team. It is important that employees want to come to work. Hold social events where people can socialize in an informal setting. Organize trainings for staff, teach service and sales, tell more about the specifics of your business. many at work motivatesA study of professional motivation and job satisfaction / Hays the prospect of professional growth and development of new skills. Therefore, whenever possible, help employees who want to take refresher courses or learn related specializations. It will also benefit your business.

Sign "good place» helps people all over Russia to find restaurants, clinics and beauty salons with quality service. To receive an award, a business must meet one of the categoriesinvolved in the project. And also - to maintain a high level of service that will motivate customers to give high marks and leave positive feedback.

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