Consider the following quotes describing customer service:
“Don’t find customers for your products, find products for your customers.”– Seth Godin
“Do what you do so well that they will want to see it again and bring their friends.”– Walt Disney
“Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves.”– Steve Jobs
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”– Donald Porter
“Customer service is not a department, it’s everyone’s job.”– Anonymous
“Customers are not an interruption of our work, they are the reason for our work.” -Anonymous
What can you learn from these quotes?
Our main goal at Cold Springs Trout Farm is to help the customer understand that they are our #1 priority. It is our job to talk to every customer on our place. We are there to help them have the best experience possible.
This being said, here are tips we have learned over time that work to keep happy customers:
Talk to the customer before they even ask a question. Say something like, “Hello, how can I help you?”
Explain the following information:
Price of fish food
Average fish prices
Where to find the fish size and price they are looking for.
Where the equipment is and how to begin.
What we can do to process the fish.
Bottom line: let them know how to get started and what price they will expect to pay. If you see things that could help them have a better experience, reach out to them.
It is a hot, sunny day and a family is out fishing. You have explained everything to them and they have begun to fish. You notice they have not remembered or have chosen not to put water in their bucket and they have already put two fish inside the bucket. What do you do?
We encourage you to inform the customer that fish, with no water on a hot day will turn have mushy meat. If they want to eat fresh fish, their bucket needs water in it. Offer to help them fill their bucket.
Check out this video for additional customer service tips:
The customer is always right. You can never win an argument with a customer. This does not mean be a push over with the customers. Be firm in the rules. Be kind, respectful and smile. If they are upset, handle the situation as best as possible.
Don’t make it personal
Apologize if a mistake was made.
Find a solution
Once the situation is over, take a breather. Refocus and shake it off. It is not easy to work with people who get upset. If you need help or have questions concerning this, please reach out to Tarah or Taylor.