I thought it was interesting how this video clip pointed out how by simply engaging the customer and encouraging them to give a definate answer could change business.
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The video actually got me mad haha. As far as the idea about asking a customer to call back goes, shouldn't this have already been done? I mean of course the video is not solely about restaurants, but I do not understand the significance of asking a customer to call back if not attending. When you look at it from a consumer stand point, sometimes you will forget to call back or you simply do not believe it is a big deal. From an employee perpective, you do not know whether the person is showing up or not. In the event the person does not call back however, business does not change. You do not make more money; either way, the customer is not coming. I may just be looking at the video in the wrong way.
I may use the technique mentioned. Right now my day job is an apartment complex manager and I have people who call to schedule appointments for a showing and they don't show. I think if I take the same approach I may have the same results. I truly like to believe that people won't back down on a commitment. I think what the clip is showing is usually receptionist make a statement about calling back but the change was to actually ask the question. It's not necessarily what is being said/asked but how it is being said/asked.
Cayla, I just wanted to say I did not mean anything negative towards you or your post. I only meant to say what I thought of it, but after reading what I wrote I was wrong. The video was simply just trying to say small things a company changes can make a big difference. Whether they make money off it or not, a company will be in good standing with the community. It just shows respect to customers, and a view that most companies do not have. Getting to another level of comfortability with the customer can progress your business from small to large.
Making small changes and knowing how to apply them do make a differece. Just like the video implied giving a moment for you customers reply commits your customers to a verbal agreement. Hopefully, the customer follows through with that agreement.
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