A compulsory subject in coffee shop operation-- what can be done to retain repeat customers?

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No matter for what purpose the coffee shop exists, the profit support brought by a stable return source of tourists is an important prerequisite for the survival or development of the coffee shop. It is important to attract new customers, but repeat customers are an important source of customers for the cafe to continue to make profits, and repeat customers are almost important supporters of the cafe's long-term stable operation. In order to retain repeat customers, in addition to the material enjoyment and the continuous updating of the products, what is more important is the added value of the guests when spending in the cafe, which is mainly manifested in the understanding and respect for the guests' consumption habits and their concern for the guests. and stand on the guest's standpoint for the sake of the guest and so on.

As cafe owners, shop managers or baristas, how on earth should we retain our guests? Making them look back and become regular customers is a compulsory subject in the operation of our coffee shop.

1. Don't let the customer feel sorry.

There are many things to pay attention to in your work, but this one must not be ignored. We must constantly check the extent to which our customers are satisfied with the coffee shop we run from various angles. Have customers ever had any regrets here? Only by constantly reflecting and checking in this way can we continuously improve the quality of our service and win more customers. Only those coffee shops that do not let customers have the slightest regret and dissatisfaction when operating, and do not let customers regret extremely when they are not in business, are truly successful coffee shops and coffee shops with both fame and fortune.

two。 Treat customers equally

We should have the idea that all those who consume here, rich or poor, high or low, high or low, are our customers and should be treated fairly and equally. Because businessmen have a mission to supply goods, no matter how much you like or dislike someone, you must be fair when buying and selling. When you treat all customers equally, customers will flock to your store because you buy and sell fairly and fairly.

3. Respect customers

Each of your customers is an independent individual and has an independent personality, and you must respect him. At work, sometimes we may have friction with customers because of differences of opinion. At this time, you need to pay more attention to your speech and behavior and respect your customers. Your attitude may be the starting point for a good relationship between you and your customers, or it may be the trigger for a war between you and your customers. In short, no matter what the circumstances, we should not lose our etiquette. If you speak sincerely, your customers will make a good impression of you and come to your coffee shop again.

4. Always think of the customer.

When you are engaged in a business, of course, you should first measure your products, and then sell them. But don't forget to check the quality of the products sincerely from the standpoint of consumers, and don't be indifferent to it. When you check the quality of the product, whether the price is reasonable, how much weight you need, and so on, you should always consider the needs of customers.

Especially when there is a discount, remember to remind customers not to miss it. Tell the guest when this offer expires, and there will be no such discount in the future. Or some kind of product is suitable for this season, and we have to wait for another year after that. In this way, you will not only be satisfied with the customers, but also make a big profit for yourself.

5. Treat guests honestly

You must be honest in doing business. You can't live for a long time by deceiving customers. Sometimes although you can deceive customers for a while, you can't deceive them for a lifetime. In reality, not many people are often deceived, and customers are the smartest and most fair. As long as he feels that he has been deceived in your shop, he will avoid it in the future, and he will certainly tell the people he knows how he was deceived, so that your coffee shop will have a bad reputation. As a result, your store will have few customers, slow business, or even close down. So don't cheat your customers.

6. Welcome difficult customers.

We often encounter some difficult customers, so don't think that this must be a bad thing. Because the connivance of society can easily make us lazy, without picky customers, we will not make great progress. Therefore, do not shut out difficult customers, but should welcome them. Be patient with picky customers without any annoyance. After listening to his advice, we will improve one by one, so that our coffee shop will become more and more perfect and surpass others.

7. Actively serve customers

Must thoroughly practice the etiquette and responsibility to the customer, must be grateful to the customer and take the initiative to serve the customer. As soon as the guest indicates that there is a problem, he should try his best to help. Customers should pay attention to after-sales service after consumption.

8. Establish a relationship with customers

It may sound too superficial at first, but we're not talking about simple good customer service. "Building a relationship" is not just "Hello, what would you like to drink today" or "Thank you, look forward to coming next time", but to make your guests feel at home and make them feel that you are really interacting with them.

A simple and practical technique is to start by knowing the guest's name. A person's name is most strongly related to his own self-cognition and individuality. By using the guest's name, your message will be that you want to know him and build a relationship with him, because he is not just a guest, but a unique individual.

After knowing the guest's name, you can learn more about him, such as his job, family, hobbies and so on. Of course, don't use an uncomfortable interrogation tone, you can bring up these topics slowly and inadvertently. After all, you may see these guests again soon, so you might as well get to know them better.

9. Don't ignore the importance of space.

If you try to sit down in a store and find leftovers from previous customers on the table, or walk into the bathroom and find it dirty, you can probably understand that a messy space can instantly ruin your impression of a coffee shop, no matter how delicious the products are.

Professional coffee workers generally know to clean up the shop, but they always forget the main point. Cleaning is important, but the real goal is to take away everything that has nothing to do with the customer experience.

When we adopt this attitude, we give new meaning to cleanliness, knowing that it is not just to meet sanitary requirements, but to provide the best customer experience. Guests come to your store to get a comprehensive enjoyment, whether it is the product, service, or environment, so anything that hinders or affects the customer experience should not exist. A dirty storefront space is definitely a problem that will seriously affect the customer experience.

10. Provide good products steadily

Good wine needs no bush. If your coffee is famous for its good taste, you will naturally have guests. And if your store is famous for the steady high quality of every cup and every day, the customer will naturally turn around. The stability of a store is very critical. What the guests need is a cup of coffee as delicious as yesterday and last week, no matter when they come, who is the barista on duty, whether the shop is empty or full of people.

Of course, even rookie baristas know very well that making espresso is a complex and variable process. Temperature, humidity, and baking date are just a few of the many factors that can change the taste of coffee, not to mention handmade coffee, which has countless variables. These variables are often important factors that change the customer experience.

Therefore, the store manager and the teacher in charge of training need to enable all employees to reach a certain recognized level before they can produce products to customers. Everyone's talent and understanding are different, and the speed of progress is naturally different, but every employee on the team must be able to produce the same quality coffee or food, so that every guest can have a consistent high-quality experience every time they enter the door.

11. Don't forget that the focus of the service industry is "service".

Many baristas devote themselves to studying everything about coffee in order to become craftsmen. There is nothing wrong with this in itself. after all, everyone loves coffee to engage in this industry. But don't be so addicted to technology that you overlook the fundamental purpose of making this cup of coffee is to serve guests so that they can enjoy delicious drinks.

This is not to put aside your passion for coffee, but we must all remember that the focus of our work is to serve customers and provide coffee. Therefore, as service providers, we sometimes have to learn to put aside our ideas and principles and respect customers' preferences or requirements, such as guests' requests for adding sugar and replacing them with soy milk.

As your new customers slowly become your regular customers, you will always have the opportunity to recommend to them the beans you think tastes good and the right way to drink, because they already have faith in you. But if you teach them a lesson when they ask for hand-made coffee with sugar on their first visit, then this trust will not have a chance to develop at all.

twelve。 Attach importance to guests and employees.

Most people don't want to work. They don't want to work. But if one of the goals of your store is to create a space that guests want to enter, then your employees will also like to stay in this space.

The leadership of the coffee shop (owner, manager, bar manager, etc.) must respect all employees and treat them equally. The salary must be reasonable, the arrangement of working hours should not be excessive, and employees should listen attentively when they put forward their opinions, all of which have a great impact on their psychology. Employees are happy, they are more likely to make guests happy.

These well-intentioned reminders seem simple and obvious, but in reality many stores are not doing them. People in the coffee industry often forget that employees are not passionate about the job for no reason. When the staff is not very active, in fact, guests can easily detect it.

People who engage in coffee have a passion. As long as you can burn that enthusiasm, you will see great service, great coffee, and great customer turnaround.

Summary

Repeat customers play an important role in the survival of a coffee shop. They can increase profits per cup of coffee because of the lower marketing costs for repeat customers (and they recommend frequent stores to friends and relatives, indirectly bringing more new customers to the coffee shop). Repeat customers are the guarantee of the store's future turnover, and they are generally easier to please than new customers. Therefore, friends who run cafes, remember to try to turn guests into repeat customers.

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