GUEST MOMENT OPTIMIZATION

For each guest that walks through your front door, an opportunity has been created. What happens next is answered in how seamless your business brand and vision is in reaching your guests.

We believe the answers lie In the 5 strategic plans that must be thought out and the 5 processes that keep your business moving forward. When all of these connectors are working in tandem and the business message is clear, the connection with your guests will lead to a more profitable business. We highlight these steps below and their relationships.


BUSINESS STRATEGY
The business strategy is the most important plan you can set for your company. This is the company’s directional plan on financial goals, culture and strategic vision.

Setting your Vision and Financial Goals- Establishing your mission and future goals serves as the cornerstone for your business message. Your vision will frame what market you are serving, what products are on your menu, which employees you hire and this will define your brand promise.


BRAND PROMISE
This is your simple message delivered to your guests. It is the direct relationship between your company message, employee engagement and the perception of your guests. Keep this simple and keep it consistent. For example, let us look at Whole Foods Market. Their motto is “Whole Foods, Whole People, Whole Planet”. This is simple and speaks volumes to their mission.

Integration and Consistent Message- Incorporating your simple brand promise as you build your structure and internal operations to working documents that can be used as the “belly” for all that comes after.


OPERATIONS INFRASTRUCTURE
A solid organizational structure and internal systems that work for you and provide consistency. Positioning your store with these guidelines and company policies will be the framework for your business as you promote your store message to your staff.

Training Program- Providing a company environment that attracts, trains, promotes and retains the best people. This process is the link from internal procedures to bringing your ideas to life and one of the most important ongoing deliverables you can provide for your company.


HUMAN CAPITAL
You have the business strategy; brand promise and operations infrastructure and now you need the people to complete your vision. Hiring bodies is not what you need, yet hiring the right people that fit the open positions is going to set you apart from your competition. Hiring emotionally intelligent employees, those that have an astute perception of themselves and those around them that enable them to act and react as situations arise.

Employees Goals and Objectives- Preparing your staff with company guidelines and the ability to clearly deliver your company message to your guests.


GUEST SERVICE
Your employees are the first and last point of contact for that guest moment. They present the welcome and the goodbye and all that happens during that time and this is your opportunity to set these service standards.

Return on Vision- When all plans are moving together and seamless, your return on your vision will be evident on how you measure to your initial business strategy and financial goals.


Your success is nestled in the seamlessness of your business. Your brand promise must not only be clear to you and your management team but to the staff that sells your products and to your guests that are your lifeline. Your staff and your guests will dictate how your business may need to adjust over time but never stray far from your initial vision. The trust in your brand message and company vision is built at the top and trickles down. Guests continue to visit your store with the decision of whether or not they trust you will deliver on your brand promise.