B. I am loyal to Neuks because of the service and amazing food. I have never waited more than five to eight minutes on my food at Neuks no matter how many people are ahead of me. I have been too fast food restaurants and waited longer. The quality of the food meets my expectations every time. If I call in an order it is always right.
C. I am loyal to Trax Tires because I know the service will be done in a timely manner and will be done correctly the first time. They have someone at the front desk when a customer walks in to take care of them. When I have had emergencies in the past, they have been very helpful. When my tires are low on air, they air them up immediately at no charge. If I am not prepared to wait for an inspection, they say, “Just come in when you are ready and we will take care of it”. I have been several places in the past for car service, but since my first visit at Trax Tires, I have not gone anywhere else.
A. Pep Boys is awful! I stopp...
... middle of paper ...
...ecially small businesses that are in their start up stage. They can also develop loyalty programs and provide awards. More importantly, they need to focus on training front-line employees. Front-line employees are one of the most important assets to a business. They have the power to influence customers in a positive or negative way. One wrong service-encounter and it can send a potentially loyal customer out the door. Employees should be properly trained and aware of the company’s goals and objectives, not just policies and procedures. This could also be used to prevent defections from customers who are similar to me. Employees say a lot about a service organization. They can deepen the relationship through cross-selling. Customers also value extra attention; therefore, managers should make it a priority to give the best service possible to those who remain loyal.
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