Louis Carter outlines a three-part strategy to boost retail and restaurant revenue: get customers and employees talking directly about pain points, align their expectations, and follow up daily with CEO involvement. The problem isn't hiring, he says, but misalignment between the two groups.
Chapters
Hi, my name is Louis Carter, and thanks for downloading my book, In Great Company. My colleague Scott will send it to your email inbox in about 5 minutes. Now, since you've shown an interest in maximizing your sales and revenue and scaling your business so that you and your retail or restaurant can reach their full potential, I thought you might like this too. Some of the people you hire are just naturally talented at customer service and sales. And they have the owner mentality they need to succeed in your industry. The others are costing you a lot of money and harming your reputation. And I know, especially today, how truly difficult it is to find the right people, and in some cases any people, to make sure that they instill your high standards and expectations for great customer service. These are the employees that harm your reputation. Your customer brand, and ultimately your employer brand. Before you know it, you're off the map. This isn't a recruiting problem. The solution is customer-centric co-creation, alignment, and follow-up. When customers directly interact with your employees and give them their true pain, frustrations, and a glimpse into their daily lives, customers will shift. And when employees do the same for customers, employees begin to understand as well. Harnessing this alignment is critical to your success, and when you apply my process, it's very much attainable. The problem is most retail and restaurants do not follow up on the changes that are created from customers' and employees' feedback. Expectations for employees and customers are not communicated properly, and the new practices for customer and employee behavior are thrown away. They're stuck on the wall next to the bathroom and nobody cares. The way to ensure the change sticks is continuous follow-up for full effectiveness and transformation throughout, daily, and a strong plan for the CEO to get involved throughout the company to reinforce the new changes. You will empower employees at all levels to understand what is to happen. To serve your customers and co-create that path with them, creating their perfect experience together. It's one of the most powerful and valuable experiences a company can have. If this sounds like a process that you want in your retail store or restaurant, please click on the button below to schedule a call with my colleague Scott, and we will create a plan for you.
