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Discover How A CCTV System Will Help You Keep Your Customers Happy
One of our customers, who owns several fast fool outlets, wanted to watch how his staff were treating his customers while he was away from his business. So he asked us to install a digital cctv system to record his staff performance and how the customers were responding to the service they were receiving.
The business owner had noticed that sales turnover had dropped in one of his outlets. He had worked hard at building customer loyalty and was disappointed that his customers seemed to be deserting him. His store staff told him that customer traffic had decreased and everybody was feeling the economic pinch. As a result sales were down. He planned to increase advertising in the area to address this problem.
We met with this business owner on this location to go over some CCTV footage to look for consumer buying and traffic patterns and noticed the store was closing at about 7.30 pm instead of the usual 9pm. Further investigation showed that the turnover downturn was directly related to the early closing of the outlet. After some staff modification and new performance indicators were implemented I thought about how this had affected customer loyalty. (The business owner now uses his CCTV remote viewing capability to check on all his outlet opening and closing times.)
I don't know about you but when I get home and put the slippers on - a trip to a fast food outlet is really not my idea of fun. So I try to have the stuff delivered. In the case of the "early closer" the staff had taken the phone off the hook so that a continual engaged tone was all I would get. This would lead to a grumpy trip to the shopping center only to find nobody home.
Finding a closed take out store means going somewhere else or going home empty handed. What's this got to do with customer loyalty? Research has shown that customer loyalty has a direct link to the last customer experience with the store. If it a good experience than the customer will probably come back.
Unfortunately - if the experience of the customer has been unfavorable then the chances are that the customer will choose another option next time. No-one wants to deal with a supplier who is offers unreliable service or products. So the next time that I have to get takeouts I will look for different options and the "early closer" will not be on my list of choices.
When this happens then another supplier has a chance of taking over as my preferred first choice because his service or product meets my expectation of quality. Now maybe you don't have a fast food outlet but perhaps you do offer a service or product for sale to your customers
Are your customers enjoying their experience buying from your business? A quality CCTV system will enable you to watch what is going on and check that your customers leaves with a smile on their faces.
About the Author Looking to find the best deal on cctv, then visit www.eidolon.co.za to find the best advice on a cctv system for you.
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