The importance of the experience in sales.

Recently, I dined for the 5th time at a local restaurant called Blue Jay Bistro . This is a fine dining establishment located in Littleton, NC and led by Ashleigh Fleming CEC WCEC . Every single time, without fail, my experience has been top notch which is exactly what keeps me coming back and bringing new friends to experience it with each visit.

When I think about why I purchase things, it all comes down to trust, experience and follow through for me. The reason I keep returning to the Blue Jay Bistro fine dining experience is because they nail these three things every single time. In turn, I buy over and over. I also invite new friends to experience it with me.

Let's dissect how BJB (made up short hand for this note) makes me a returning diner.

1. They prepare with the customer in mind. The Chef and her team prepare their dishes with the customer in mind. The front of house staff prepares for my visit so that they greet me when I walk in the door.
2. They adapt to the customer. If I show up early and want to sit at the bar for a glass of wine, they show me to the bar and communicate with the bartender that my reservation is at a certain time. When my table is ready, they alert the bartender and he tells me it will be ready in 5 minutes. This allows me to close out my tab and when I'm signing my name on the receipt the hostess is at the bar ready to show me to my table.
3. They practice consistency. They greet me the same way every time. Every server is knowledgeable of their menu. They time table clearing and water filling between courses impeccably. They always smile. If a server is having a bad day, I would never know it.
4. They keep an impeccable house. There is no one spot of dust, one cobweb, one smudge anywhere in that establishment. That tells me that they care about their space and their delivery.
5. They follow through with ensuring that my expectations are met. They call me or text me the day before my reservation to remind me. They know my name when I walk in. Management greets our table during dinner- every time no matter how busy they are. The servers ask us if our meals are to our liking. They ask me to review them after I have dined.

So I ask you, are you executing in your business this way? Is your customer feeling like I do? Is your sales team wowing your customer? What needs to be improved?

How can I help?