3 habits of
highly successful franchisees
To be a successful franchisee or
in fact a successful entrepreneur in general, you need to adopt the necessary
habits for success. Sean Lilley, the Marketing Manager of Scooters Pizza shares
some insights of the habits necessary for business success.
Your customers are your bread
and butter, without them you only have a product or service that is useless to
an unreceptive market. Research shows that by connecting with your customers
emotionally, you have a 300% chance of being recommended to others, they are
44% less likely to shop around for a similar product and they are 33% less
sensitive to pricing. Your priority should therefore be to know your
customer, not just understand their needs. Put the customer first in everything
that you do, really listen to them, demonstrate respect at all times and
understand that the customer is always right. If you can tick these four boxes,
you will create an emotional connection.
Habit 2: Set the bar
for business
To be a successful business
owner, the only standard that you need to obtain, maintain and constantly
strive for, is perfection! If your business offers the best of the best in
product and service, your customers will notice and keep coming back for more. A
happy customer will tell 4 - 6 people about an issue that has been resolved
while an unhappy customer is likely to tell 9 – 15 people about their bad
experience, which might just make them all defect to your competitors.
You can make up for negative experiences but remember that it can take up to 12 positive experiences to make up for one unresolved
negative incident.
Strive to hire and retain the
most qualified peopled and equip your employees with the necessary skills to
enable them to do their jobs successfully. By creating and maintaining a
work environment characterised by open communication, trust, fair treatment and
regular incentives, you will maintain a happy workforce, which on average is
50% more productive. A study conducted by American Express shows that customers
will spend at least 9% more with companies that provide great customer
service.
To keep your team motivated, help them to understand what the business objectives are and that their role in providing superior customer service is crucial to success, exciting and purposeful in helping the company achieve its goals. Make sure management is approachable by keeping them updated and informed at all times. Celebrate successes with them and share and learn from failures. By treating your staff well they will reciprocate this behaviour to customers. Statistics show that 81% of companies that offer great customer service outperform their competitors.
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