OMARK TIP 1.
Did you know...
- 86% of customers expect a better service than 5 years ago?
- 82% don't complain even when they get bad service.
- 75% don't know who to talk to.
Source: Tarp
Question...Do you see complaints as an irritant or as key market information to improve customer care?
OMARK TIP 2.
For every 50 customers who "bad mouth" your product or service to other people, 10 - 12 potential customers could be lost to your business.
Source: Tarp
Question...How much would it cost you in additional advertising expenditure to obtain this custom?
CUSTOMER SERVICE AND OPERATION AUDIT
This report audited by business professionals introduces our services to clients. It will give the owner or managers an insight into current operation performance and key customer service disciplines through the eyes of their customers.
- Speed of service
- Waiting times
- Hygiene
- Presentation
- Staff hospitality
- General maintenance
- Quality
The paramatised Omark scoring system allows the owner to design and skew the importance factors of the business in order to highlight operational points of weakness.
Along with the operation findings and results, a sample of development opportunities are also proposed. Specific trade inspections, [e.g. category and cellar management] can also be included as part of any initial audit inspection.
If you want...
- To create a benchmark on the current operation performance
- To create a gap analysis to set an agenda of tasks for business improvement
- A report to open debate with management on staff training and current techniques employed.
- A document to initiate business process change