NAPKINOMICS

NAME: OUR CUSTOMERS HATE...

FEELI NG I NVISIBLE
PURPOSE (OUR WHY) LACK OF MAN N ERS
ORG: TO SHARE OUR PASSION FOR REMARKABLE I NSI NCERE APOLOGIES
HOSPITALITY DELAYS (EVEN SHORT ON ES)
HAVI NG TO TELL US IT’S LATE/WRONG
CORE VALUES SERVICE STRATEGY (WHAT)
The things that make us GREAT!

NAPKINOMICS
* Not sure what your customers hate? Type your venue’s

* If your service strategy doesn’t fit on here,

YOU GOTTA WAN NA! name into Yelp or another review site.

START & FI N ISH STRONG

SERVICE
BE BRILLIANT AT TH E BASICS
RECOVERY
EXCELLENT COMM U N ICATORS Five simple steps (or less)

YOU DON’T HAVE ONE

AVID STUDENTS, PATIENT TEACH ERS 1. ACKNOWLEDGE TH E COM PLAI NT
DON'T JUST GO THROUGH THE MOTIONS
E
1. M AKE ‘EM SMIL
OFFER COM PENSATION, NOT EXCUSES AN OPTIM AL SPEN
D
2. ENCOU RAGE
W E ARE TH E BRAN D! ASON TO RETU RN 2. SI NCERELY APOLOGISE
3. PROVIDE A RE

* Traits or qualities that you consider not just worthwhile,

but representative of your organisation’s highest priorities.
3. TAKE ACTION TO PLEASE YOU R
OUR CUSTOMERS LOVE... 3 X 3 MATRIX (HOW) GU EST

VALU E FOR MON EY 1. MAKE ‘EM 2. ENCOURAGE AN 3. PROVIDE A

4. ALERT MANAGER OF ISSUE
N EW OPTIONS SMILE OPTIMAL SPEN D REASON TO RETU RN
MAKE THEM FEEL
A TAILORED EXPERIENCE i. IMPORTANT i. ALWAYS PROVIDE OPTIONS i. CHIVALRY (YOU)

A FEELING LIKE AN INSIDER

GO OUT OF YOUR WAY TO
ii. BE HELPFU L
PROVIDE A UNIQUE
RAN DOM ACTS OF KI N DN ESS iii. EXPERIENCE
ii. BE AN ORDER MAKER
AN ALTERNATIVE EXPERIENCE
ii. (OUR OFFER) 5. THANK TH EM FOR TH E CHANCE
MAKE IT EASY TO START AN U PCOMING ATTRACTION
iii. AND STAY iii. (EVENT) TO MAKE IT RIGHT

* Best way to find out... Ask your regulars!

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