8 Strategi Menjaga Kepuasan Pelanggan

Summary

In this episode of Foodcast, Sarita Suteja, educator at Fudist Academy, discusses 8 key strategies to maintain customer satisfaction in a coffee shop business. These include creating detailed SOPs (Standard Operating Procedures), conducting regular mystery guest evaluations, implementing customer satisfaction surveys, enforcing reward and punishment systems, taking direct action on-site, hiring a service manager, utilizing technology for monitoring, and ensuring proper equipment is in place. Sarita emphasizes the importance of attention to detail and consistency in service, as well as the need for ongoing training to build customer loyalty and improve the overall experience.

Takeaways

• 😀 Implementing detailed Standard Operating Procedures (SOPs) for every aspect of the business is essential for maintaining customer satisfaction.
• 😀 Regular training sessions, especially using video resources, are key to reinforcing employee behavior and ensuring SOPs are followed consistently.
• 😀 Mystery guest strategies are effective in evaluating the real-time implementation of SOPs and customer service, helping to ensure that everything meets expectations.
• 😀 Customer satisfaction surveys are crucial tools for understanding customer experiences and providing immediate feedback, especially when there is dissatisfaction.
• 😀 Reward and punishment systems linked to SOP performance and customer satisfaction help motivate staff and ensure accountability.
• 😀 Business owners should frequently visit their outlets to monitor operations directly, which helps in identifying issues and improving service delivery.
• 😀 A dedicated service manager or team can improve engagement with high-value customers, ensuring they receive the level of service they expect.
• 😀 Technology, such as CCTV and operational apps, plays a key role in maintaining quality control and ensuring customer satisfaction across multiple outlets.
• 😀 Supporting equipment, such as trash bins, QR codes for ordering, and clean tables, are often overlooked but are essential for maintaining customer satisfaction.
• 😀 Small operational issues, like lack of cleaning supplies or dirty tables, can negatively impact customer experience, so these should not be neglected by business owners.

Q & A

What is the first strategy to ensure customer satisfaction in a coffee shop?

The first strategy is to implement detailed Standard Operating Procedures (SOP), training programs, and Key Performance Indicators (KPI) to ensure consistency in service quality and customer experience.

Why are SOPs important for business owners in maintaining customer satisfaction?

SOPs are crucial because they provide clear guidelines for every aspect of operations, ensuring that service standards are maintained consistently across all outlets, which directly impacts customer satisfaction.

How can business owners evaluate the effectiveness of their SOPs in practice?

One effective way is through the use of mystery guests, who can secretly assess service quality, cleanliness, and whether upselling or cross-selling is being properly implemented, among other factors.

What role does mystery guest evaluation play in a coffee shop's operations?

Mystery guest evaluations help owners ensure that their SOPs are followed correctly by employees without prior knowledge, offering objective feedback on customer experience and service quality.

What should a business owner do when they receive a poor customer satisfaction rating?

When a low rating is received, especially from loyal customers, the business owner should promptly follow up with the customer to understand the cause of dissatisfaction and resolve the issue directly.

Why is rewarding and punishing employees important for maintaining customer satisfaction?

Rewarding and punishing employees helps enforce accountability and encourages employees to meet or exceed service standards, ultimately ensuring a consistently high level of customer satisfaction.

What is the importance of direct field actions by business owners?

Direct field actions, such as owners monitoring operations firsthand, allow them to quickly address issues like cleanliness or customer service failures, ensuring that the business runs smoothly and maintains customer satisfaction.

How can a service manager contribute to customer satisfaction in a coffee shop?

A service manager ensures that customer needs are met promptly, manages any specific service challenges, and fosters an overall positive customer experience by being attentive to both staff and customer concerns.

What role does technology play in monitoring customer satisfaction across multiple outlets?

Technology, such as CCTV and operational apps, allows business owners to monitor and track service quality remotely, ensuring that customer satisfaction is maintained across all locations, especially as the business scales.

How can the availability of small, practical tools improve customer satisfaction?

Simple tools like accessible trash cans, QR codes for ordering, and well-maintained tables can significantly enhance the customer experience by providing convenience and maintaining a clean and functional environment.