Chapter 150 (1/2)
Niu Kelian cleared his throat and said, ”next, let me make a case analysis according to the regulations given by the second master.”
”The first is goal setting.”
”Customer satisfaction should include everyone. Big guests and big lists can be the focus, but if you can do it, you'd better not reduce the purchase experience of other individual customers.”
”Because the needs of a non anxious guest ignore the feelings of others, resulting in a series of subsequent adverse chain reactions, which is not worth the loss.”
”Second, resource allocation.”
”There is more than one guy in the store. They all go to serve the big list, but they are not so anxious. They tickle and don't scratch the right place! They can send people to do it first for the guests behind. It leads to waste of resources and low efficiency. It's stupid.”
”Third, time management.”
”After receiving the list of ten cups, you should first estimate the time you need to spend, then look at the number of guests in line behind you, and make reasonable arrangements in time. Is it difficult, that is, it doesn't need a high IQ. The time to make herbal tea is fixed, but the consequences of improper management are customer refund and suspension of purchase“
Niu Kelian's face was painful: ”in the long run, how much profit will you lose! I feel sorry for them. Are my teammates like pigs hostile to money?”
”Next is process design.”
”After receiving the business, who should command? Who has the right to make decisions? Who has the right to make suggestions? What is the emergency plan? What is the process of refunding and pacifying guests? These should be stipulated and specially trained at ordinary times.”
”Besides customer service.”
”Saying sorry and sorry is only the most basic. It is the interpretation of the results. The focus is to admit the mistake and give the reason, and provide more than one solution at the same time, so as to calm the guest's dissatisfaction and anger as soon as possible.”
”Finally, it's personnel employment. I don't quite understand this. Please show me.”
Shang Chenxi said: ”in fact, what I want to say is the choice and self motivation of the guys.”
”In essence, in the final analysis, it's the boss who chose such a fool to be responsible for the cashier and managing the store. If this person is not his relatives, or the boss himself is also a second-hand man.”
”Of course, these things have nothing to do with us, but I want to break with you.”
”Our business is fair. After you followed me, brother Niu didn't achieve this position step by step. He also started from an ordinary man, but he did well and was promoted one after another.”
”He doesn't understand. It's humility. How can a person who has been promoted to be a manager by three-level jump not understand? Come on, cow, role play. If you encounter this problem, what will you think and do afterwards?”
Niu Kelian's face became solemn, thought a little and said slowly:
”Well, first of all, thank you for digging me out of Wulan mountain. The merchant's man is the real man - partner plus livelihood, a partnership for the same livelihood.”
Shang Chenxi laughed and scolded: ”don't pull the calf, talk about business.”
Niu Kelian changed into a smiling face: ”first, I will re formulate a set of service process according to the above principles, and constantly adjust the situation through actual verification.”
”Second, it's easy to do. What I think is that since these problems often occur during the peak hours at night, it is necessary to make more targeted arrangements to improve efficiency and make enough money during the peak hours.”
”For example, if there are many old customers in the old store, can you collect and sort out their consumption habits and prepare the required types of semi-finished products in advance? In this way, you can speed up the preparation time and provide them to other customers if you can't sell them. The hot herbal tea can also be prepared in the time period when there are few people.”
”For another example, a corner waiting area can be set up to provide some dice and other playthings for guests to entertain while waiting, so that they can pass the time. It is not easy to be anxious because of queuing, so as to reduce the complaint.”
”Also, for regular customers living nearby, can we arrange special personnel to deliver goods regularly after recording, so as to reduce the queuing time of scattered customers in the store?”
”Temporary workers can also be added during the peak period to ease the pressure of shipment.”
”Wait, as long as you think about it, it's the sea.”
”Of course, we need to evaluate these methods, calculate the expenditure of additional costs such as time, personnel and space, compare the expected increase in sales, weigh the gains and losses, and then try them out.”
”More importantly, if these methods are effective after trial, can they be extended to other stores? Can they be applied to other businesses of the boss?”
Shang Chenxi patted Yi LiuNian's thigh: ”Oh, well said.”
Yi LiuNian grinned and hurriedly moved to the distance.
Shang Chenxi continued, ”this is called insight and self-improvement. Your cultivation is also a general truth. What do you mean?”
”From such a small example and phenomenon, Lao Niu made up and pulled out the operation chain and key nodes of the herbal tea sales industry in a short time, and gave reasonable suggestions, although his role is only a man.”
”Will such a man always be a man? Obviously not. Because he is good at observation and summary. Because he is not willing to be a man.”
”Because, in the face of guest complaints, if your thinking can only be simply interpreted as dissatisfaction and complaints about you, and you are depressed and angry all day, you will be a man's life all your life.”