The smallest detail can turn an otherwise pleasant experience into an unpleasant one. And, as you already know, customers will tell many folks about a bad experience. Poor customer experience is the gift that keeps on taking - taking future customers and revenue away from your business. Here's an example of a customer experience that could easily have been so much better.
We went to Cinemark's local theater here in Baton Rouge this past weekend, to see a great movie (The Bourne Ultimatum). The movie was fun, the seats were good and the viewing was great.
But the restrooms were poorly stocked. The ladies room had no soap and no toilet paper.
Keep in mind that this was the first showing of the day. Wouldn't it make sense - and be fairly easy - to stock these necessities before opening the theater?
It's no big deal, but it makes it just that much more likely that we will wait for the DVD next time. If movie theater chains want to keep us coming out, attention to details is key. Cinemark did poorly on this one.
So...
How well do you attend to details in your operation? If you are a retail shop, does the store begin - and end - the day with everything in its place? If you are a manufacturing operation, does your plant begin and end each shift neat, tidy and with everything in its place? Are your bathrooms well stocked and clean? Will your customers praise you or heap scorn on you?
