5 Minute Training

Exceeding expectations

5 Minute Training

Everyone has qualities that make him or her unique. Perhaps you have great beauty! Cheerful, energetic, proactive. Or are you good

at problem solving? Maybe you have very different qualities? Think about where you excel. The art is in bringing this special quality to the fore and deriving the maximum from it. It works a whole lot better if you can use what you are best at and enjoy it.

Customer ExpectationsA satisfied customer that looks forward to coming back is what it is all about. The customer experience is all important. Every customer that visits our Café has their own set of expectations. We can meet and sometimes fail to meet their expectations, but together with our team we can exceed our customer’s expectations. As staff member we can influence the customer experience in the following ways.

Exceeding expectations

5 Minute Training

We want De Refter experience to make a good impression upon our customers so that they recommend us to others and make return visits. Surprising guests is not rocket science; it is the small things that make a difference. Surprise your customers by doing more than they expected.

Anticipate your customer’s needs or make a beer recommendation that will complement their choice of meal. Allow your enthusiasm for your work to show. You can influence the mind-set of your customers. Laughter is infectious; it makes the atmosphere nicer for the customer, your colleagues and of course yourself.

Tips on how to exceed expectations, while remembering keep your

responses natural and unscripted.• Make customers feel welcome, the first 10 minutes are crucial• Offer help before you are asked• Give your customers extra attention

Exceeding expectations

5 Minute Training

Step 1 – Situation: What is happening?

Encourage every team member to make an honest analysis of their strengths/weaknesses:

What are your strengths/what are you good at?What distinguishes you within De Refter?

Where do you find room for self-improvement?What opportunities do you see within De Refter to develop

or deploy your skills?

Exceeding expectations

5 Minute Training

Step 2 – Team: How do you work?Customer expectations must be exceeded time and time

again. From the start you must do what is required and that little bit extra.

• What creative solutions can we use today to exceed the expectations of our customers?

• What is your role in this?

Exceeding expectations

5 Minute Training

Step 3 – Action: What are we going to do today to exceed our customer’s expectations?

Step 4 – Result: How can we ensure continuity of our standards and learn from our successes?

What was the result of your action? How can we ensure that our new work methods are permanent and remain fresh as perceived by our customers? Find solutions with your team and identify the results of this training.

• Let your team try something new every season. It is up to you to keep surprising your customers.

• …

Exceeding expectations