Most of us already have customers walking through the door, ready and willing to spend money, so what are we doing to ensure that we can get the most out of our customers? We have to be making sure that not only are we offering warm, genuine, inviting hospitality but also providing the team with the knowledge and understanding of not only how to look after customers but for them to be able to anticipate customers' needs, give them good recommendations, and sell, sell, sell.
Our front-of-house team is our sales team and experience creators. We need to provide them with the training, so they have 100% faith in what they sell. Would you buy something from someone that knows nothing about their product? That is a powerful question when it comes to hospitality. So often, product knowledge is shunned to the back burner in hospitality, and it must be a focus for any hospitality business passionate about its customer experience and profitability.
How can we expect our team to sell more when they have limited knowledge? Would you try and sell a car that you know nothing about? It wouldn't go well if you did, and I am sure you are hesitant to try. Relate that back to our teams. How do they feel about selling our products?
We want our teams to be assertive, and knowledge is power. Knowledge feeds the minds and enables the team to understand what they are selling. We want to give confidence to our team, which will assure our customers.
RICHIE WALSHE
THE GROWTH COACH - HELPING DRIVEN AND PASSIONATE PEOPLE RUN BETTER BUSINESSES, BE MORE PROFITABLE AND LEAD BETTER LIVES
Hospitality is about looking after people and guiding them through their time with us, and we should do all we can to provide the knowledge. Do you have a training plan in place?
I have some great resources to help you with this. Get in touch today to see how I can help.
