People expect a lot from us – fast, friendly, good value, available, and more. That’s why the H-Word can add power to your reputation, and even bring down costs with suppliers. Not magic, but it works – you do it, now all the staff need to get with the same program…hands180
The H-Word stands for Helpful, and it may sound a bit low-key. Like ‘nice’ and ‘tasty’ – not much power in it.
But think about when customers describe staff as UnHelpful – they won’t be flexible with a reservation, assist with a diet request, help with the needs of a child, or they make you sit in the uncomfortable corner… hmmm, let me dive onto Facebook and tell 150 of my best friends… 😮
Maybe we need to think about how we can be more helpful and take a close look at what this means to your staff. They sometimes find it easier to be unhelpful – just follow the rules and don’t make it inconvenient for me. It’s often about little things.
Helpful with Diets – it’s the price of being in business these days, gluten-free, vegetarian, low-sodium and so it goes on. Smile and work out ways to make this a drama-free part of the menu.
Helpful with Kids – oh yes, it sometimes feel parents check-out when they visit and let the little monsters run free. But your help, flexibility and understanding will keep happy families coming back for YEARS – now we’re talking real ‘long term value of a customer’. Some of your staff aren’t so good with kids, and some are wonderful – choose carefully.
Helpful with Parties – we know the right menus to fit your budget, and how to organise the timing so drinks won’t run out. We can supply a sound system, a photographer, a room for the bride and an excellent DJ. We’ve done this a hundred times before – making parties run smoothly is our second nature!
Helpful with Business Customers – quiet corner for a sales meeting, no problem. Free WiFi, for sure. Snappy service for a quick lunch – easy. Friendly but not familiar.
Helpful with First Dates – you’ve got the all-important ‘distraction factor’ available, with plenty of people watching and conversation starters. It’s not every place that has this – your staff usually know who rely on it 😉
Helpful with Gift Ideas – Gift Vouchers ready for ‘friends who have everything’, and surprise parties a specialty. Gift wrapping or shipping for the t-shirts and preserves – not a problem. And when it’s Christmas shopping season, take the initiative and solve gift-giving problems – the magic question after you’ve made the first sale is ‘who else is on your list?’. Kaching!!
Helpful with the Neighbourhood – offer the function room for the community meeting on park development, free coffee included. Help out with the school fundraiser, and work experience for culinary students. It doesn’t take long for helpful places to become ‘owned’ by their neighbours.
Helpful to Suppliers – paying bills on time, ordering according to the agreement system, flexible if there’s an unavoidable change to a product. They can be helpful too, with an urgent delivery or super deal on end-of-line products. So keep cranky-chef in his box – a friendly relationship with suppliers can pay big dividends.
Thanks to marketer Tim Reid for inspiration for this post…