The Fishguard Friendly Scheme
Most businesses like think their customer service is good, or at least good enough.More believe that they and their staff have high enough standards, so they don’t see the point in any organised schemes. But, what do the customers think? Are they coming back time and again, and what are they telling their friends, face to face and on Facebook about that shop or B&B? Whatever they’ve experienced, they will talk about, good or bad, so every business reflects on every other business, and on how people perceive our twin towns.
That’s where this scheme comes in!
The idea behind it is to help promote Fishguard & Goodwick as a friendly, co-operative and pleasant environment where every customer and visitor feels cared for and welcome, whether they’re residents of the area or tourists. It will get more people telling their friends what a lovely place our town and area are to visit, to stay – and shop in.
There’s an old saying in sales that, “People buy people, not things!”
So how will it work?
Chamber members who sign up to the scheme will display a special Fishguard Friendly logo in their business (a sticker for their shop, guest house, campsite, van, etc), and the logo on their website, and on the Chamber’s GoFishguard website.
Real and virtual visitors will soon pick up that there are a core a businesses who care and are ready to go the extra distance to make their visit enjoyable.
OK, so what would that mean to me?
These are suggestions of how a Fishguard Friendly business behaves:
- Greet the customer as they enter with a smile and a friendly word. If you’re already serving someone, find a way of acknowledging them, even to say you’ll deal with them as soon as possible.
- If you can serve them immediately, ask if you can help in any way – politely! Something better than, “Hiya” or “Awright?”
- Take an interest in them – talk about their children, or their pets. For some people you may be the only contact they’ll have all week.
- Offer to help unsteady or disabled people entering or leaving the premises – and some customers may need to have a chair – which is always appreciated
- Be bright and positive. They haven’t come to you to buy your problems!
- Nothing is too much – first and last impressions count. Ensure your team is enthused and productive.
- Focus on customers, not sales. It costs six times more to attract a new customer than it does to keep an existing one, and customers who believe that you have their best long-term interests at heart are more likely to stay with you and recommend you to others.
These days, word of mouth is an international family affair so there are no isolated sales. “Lifetime Value” is where the profit lies. Focus on the quality of each sale.