A picture may be worth a thousand words. Having an on-top of it Manager overseeing your business is worth much more as seen in the following pictures.
The first picture is of a placard at a local Applebee’s. The business of this Applebee’s at least is customer satisfaction through employee perfection. The greeters, wait staff, cooks, and bus staff are true professionals. They work and maybe live the slogan (below) they walk by going to and from the kitchen area. I only stop in for lunch, and while I am there, I think, “Wow, what a great place this must be to work at!”
This store on the other hand is one store of a national chain. In this case office oriented products from paper to printers. One look at the trash can was enough to catch my attention about the state of the business at this particular store.
The outside grounds between the store and parking lot were filthy. The store itself needed better lighting. It looked like saving on the electric bill was more important than the customer experience. Not one person smiled as I was asked if I needed help.
The thing is, people notice. A very few people like me look around from the parking lot to the bathroom. For other people it is just a feeling that the business feels sort of icky and they want to get out as quickly as possible even. Customers in this second dingy looking store spend less time pondering whether they should make a purchase. Customers are quicker to leave and spend their money at a place that feels cleaner and fresher.
If you serve the public, and you want to make the best impression, look at your business as your customer’s do. Starting with the parking lot, is everything clean and tidy? Is the lighting appropriate? Do your employees look as if they want to be there? Do you want to be there?
Having a dirty building front, visible smoking employees, old gum and trash near the entrance, poor lighting are some of the things that turn off repeat business. The biggest hit to the bottom line is your customers spending their money somewhere else. Clean up your business so your customers want to stay and return in the future.