| When I do training, I tell all of my audience that when you’re in the service industry and whenever you have a team member that is face forwarding a guest they have an unbelievable effect on that guest’s lifetime value.
If you think about it, any consumer that comes into a place of business, whether it’s a restaurant, bar, retail establishment, entertainment venue, or a concession, the team members working at that place of business have a huge impact on that guest experience. In fact, they are the business to that guest. If the guest has a good experience, odds are that they might tell somebody and come back. If the guest has a bad experience, they will definitely tell everybody and never come back. To me, it is never about the immediate sale but the relationship my team develops with my guest. Mya Angelo said “I’ve learned that people will forget what you said, people will forget what you did but people will never forget how you made them feel” I believe this is so very true in business and in life. |
| Is your staff aware of their impact on your guests’ or customers’ lifetime value and how important they are to the success of your business? |
