Richard Mukheibir Standup comedians take cues from their audiences and modify their material as they go along. You can use this technique to watch for cues from your customers as to how they like to be addressed by you and staff. This might seem like a schlep when things are going crazy at the tills or in the back office but the reward is creating loyal customers. Getting their feedback can also help you build your business. Here’s how to make communicating with customers a win-win scenario for them, for you and for your staff: 1. Listen first Rethink your relationship with your customers by remembering that they are in control of the cash, not you. Shift your attitude to acknowledge this by recognising that you would like them to buy happily and confidently from you. Bullying them with an over-the-top sales pitch is often a fast road to customer disappointment. Instead, take time to guide them to the product or service that suits them best. 2. Acknowledge and connect Wheth...

Customer relations is the recipe for success in franchising Yolandi Ferreira, Marketing Manager of Maxi’s, discusses and provides some useful tips on the importance of customer relations in the food franchising world. Franchising is becoming a bigger and better business option for many entrepreneurs as starting a franchise has fewer risks than starting up a business from scratch. However, this has also meant that there are more and more franchises out there offering the exact same product. Now, more than ever, a franchise needs to stand out from its competitors to attract the attention of customers. Improving customer relations is key to getting ahead. Why Are Customer Relationships Important?  Each customer that experiences a lack of service or even just an uninviting experience will take their business elsewhere, whereas satisfied customers have a direct impact on your bottom line, they will be back, they will tell their friends and family and they will form part of ...