After receiving great feedback from our last delegates, we’ve decided to host another series of CUSTOMER JOURNEY MAPPING workshops.
The next dates and locations have been set aside for our Customer Journey Mapping Workshop:
Wednesday, 2 September 2015 – PRETORIA
Wednesday, 21 October 2015 – JOHANNESBURG
Wednesday, 4 November 2015 – BLOEMFONTEIN
More information regarding ticket sales will be communicated via our social media channels, our blog and our newsletter. Be sure to follow us on these platforms to stay up to date. Find these platforms via our website: Travelling Mystery Guest
Here are some notes on our experiences at restaurants this past month. Take it, make it your own and grow into the best customer service provider out there!
– Keep staff on their toes by having monthly quiz nights or challenges regarding the menu and other topics like communication and body language.
– When a guest calls to make a reservation, they normally do it to ensure that they are given a great seat upon arrival. Go through that extra little trouble and place a reserved sign on a well placed table. They’ve gone through the trouble to book, now you need to make an effort to show them your appreciation for their business.
– When you’ve set a certain standard regarding the plating of dishes or the aesthetic appearance of your drinks, be sure to keep to it. Regulars come back, because they know what they get. If they don’t get what they expect, they’ll definitely be disappointed.
– Décor is a must in any restaurant to attract customers and even though you want to impress your customers with tastes and textures, the décor, their comfort and other facilities also play a role in their experience. Be sure to maintain your restaurant’s décor regularly to keep it from looking tired, dated or neglected.
– Have checklists and procedures in place for in-store restrooms. There’s no use in having a clean restaurant, but a not so clean restroom.
– Remind employees of standard operating procedures. We’re all human and, well, often we need to serve intimidating customers and then we forget quite a few things!
– Eye contact and self confidence goes a far way. Hire employees who have this in them. If they don’t, train them.
It’s been a blast hosting Travelling Mystery Guest‘s Customer Journey Mapping Workshop at the HPC‘s (at the University of Pretoria’s sports grounds, LC de Villiers) conference venue this past week. Not only did the HPC offer the perfect workshop environment, they also offered some really yummy snacks, more than enough coffee and tea and a delicious cooked meal for lunch.
Customer Journey Mapping Workhsop #HPC
The workshop itself seemed to not only inspire the delegates, but it also made them aware of gaps in their customers’ journey at the different establishments. The delegates were from all over the industry, including hotel management, restaurant hosts and cashiers, as well as guesthouse owners and managers. Next time around, we’d like to see all HOD‘s from these companies attend, as it will assist them in understanding the roles of the different departments within a customer’s journey.
We’d like to thank the HPC for their comfortable and professional facilities, as well as the delegates who made it such a positive day.
Some of the comments received:
“You’re doing a good thing. Keep it up!”
“You are doing a great job. Excellent. Thanks!”
This was a very enjoyable and informative day! Thank you.”
If you’d like to attend this workshop, feel free to contact Renate de Villiers on 082 336 1562 / firstname.lastname@example.org and we’ll make it happen!