I started working at KFC while in high school to earn spending cash. I didn’t get the job to probe how responsible I was. I only wanted to the clothes and shoes my parents couldn’t afford to buy. I didn’t realize I would be introduced to the world of customer service.
At the time I had a manager named Troy who always stressed we gave our best in each customer experience. He warned if the secret shoppers caught us, we would get reported. Knowing that the average employee wouldn’t be motivated by his threats, he thought is was simpler to train us in the art of customer service. His training was some of the most valuable I have received.
Fast food service isn’t much different from any other line of business. The company has a product (or service) and the customer has a need. In the middle is where the sale happens, but it doesn’t stop there. Customers expect quality products, a reasonable price, and great customer service to make it all worth while.
As companies grow and face-to-face service decreases, the customer experience has compromised. Social media can help repair those relationships. Just because your customers want faster service doesn’t mean they want their experiences compromised. Stay connected to social media to hear what they are saying, respond immediately, and remind your customers you are here to serve them. After all, you need the customer to make a sale, but why not earn a customer for life?