Quality Customer Service

Consider the following

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?

Bottom Line

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:

1. Talk to the customer before they even ask a question. Say something like, “Hello, how can I help you?” or “Welcome! Can I help you get started fishing?”
2. Explain the following information:
   1. Where the equipment is and how to begin.
   2. Average fish prices
      1. Where to find the fish size and price they are looking for.
   3. Price of fish food/animal feed
   4. What we can do to process the fish.
      1. Cleaning v Filleting
   5. Where to bring the fish once they are all finished fishing.

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.

Many of our guests have not fished before, explain it to them as if you were teaching a four year old how to fish. Not condescending.. just thorough.

Why Customer Service Matters

Customer service is about making people feel valued, understood, and welcomed. When guests come to Cold Springs Trout Farm, they’re not just purchasing fish; they’re creating memories. Whether it’s a family outing, a day of fishing, or someone coming in for fresh fillets, your actions directly influence how they view our farm and whether they’ll return in the future.

We strive to create a clean and family-friendly environment, where everyone feels at home. Friendly, attentive service makes a huge difference in creating an atmosphere that keeps families coming back, year after year. When customers feel cared for, they share their positive experiences, and word of mouth becomes our best advertisement.

Tips for Exceptional Service

1. Be Welcoming & Friendly Greet every customer with a warm smile and a friendly hello. A personal touch goes a long way in making people feel comfortable. Engage with families and listen to their needs, whether they are picking out the best fish for dinner or asking about our fish cleaning services.
2. Keep It Clean Our farm is known for its pristine environment, and we expect that same cleanliness in our customer service. Make sure all areas are tidy and well-kept. A clean, organized space not only reflects our commitment to excellence but also shows that we care about our customers’ experience.
3. Be Efficient & Provide Fast Service We understand that many customers are here for a quick, hassle-free experience. Our fillet and fish cleaning service is a key part of this, and speed without sacrificing quality is essential. Know the process well, stay organized, and keep the workflow moving smoothly. If there’s a wait, let customers know the estimated time so they don’t feel left in the dark.
4. Know Your Product Customers love to ask questions! Whether it’s about the fish we raise or how to best prepare it at home, being knowledgeable about our offerings helps build trust. If you’re not sure about something, it’s okay to ask a colleague or manager—but always follow up with the customer.
5. Stay Positive, Even During Busy Times We’re a family-friendly business, so it’s important to maintain a positive attitude, even when things get hectic. Keep a calm demeanor, even during rush hours. Remember, a positive attitude is contagious and can keep the whole atmosphere light and enjoyable for our guests.
6. Offer Extra Help Sometimes, customers might need assistance beyond what they expected. Offering to help with things like carrying their fish or answering additional questions shows that you care about their experience and go the extra mile.

Conclusion

At Cold Springs Trout Farm, we want every guest to leave with a smile and a great experience. By providing excellent customer service, keeping things clean, and ensuring fast, efficient service, you help create the perfect environment for our guests. Remember, a positive attitude, helpfulness, and a bit of extra care are all key ingredients to making our farm a place where families love to come back.

How to handle Angry Customers.

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, repeat them often if necessary.  Be kind, respectful and smile. If they are upset, handle the situation as best as possible.

• Stay calm
• Don’t make it personal
• Listen attentively
• Apologize if a mistake was made.
• Find a solution
• Ask for help from a coworker

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.

Example:

• A customer believes they were charged for the wrong order. They begin to be visible agitated.
• You might have the following conversation:
  • “Hello sir/mam, how can I help you?”
  • “You don’t know what you are doing and charged me for the wrong fish. Gah”
  • “I would be happy to get to the bottom of this for you. Can you tell me your order number?”
  • “I’ve already told your coworker is was number 11!”
  • “Thanks! That is the information I need to better help you today!”
    • You can then search the ticket number 11 on the ipad and see if it has been paid. Also find the order number 11 and see if it matches what was charged. If they do not match, we can offer to go net more fish for them to correct the error or refund the amount over charged.”
  • I have learned that sometimes people just need to let off steam. If I stay calm the entire time, even if they are insulting or speak in raised voices, they will calm down. At every point I seek to provide information not criticism, it will help, I promise. If they are being too rude, you may call me (Tarah) and I can help walk you through the situation. It is alright to say the following, ” I would love to help get this straightened out for you. However, to better do so I need to call my supervisor. Can you wait here while I make that phone call?”