A coffee shop loved by many people, after changing its sales and business methods, immediately became empty of customers. If you are a business owner, what must you do to avoid falling into a similar situation? Coffee is the choice to energize many people. You can boil water easily, but you don't know how to bake delicious bread. That is also the reason why many people like to go into shops to sip and enjoy the taste of a cup of coffee brewed by good experts, rather than brewing it for themselves. Especially if that coffee shop is located in a suitable and convenient location, it is also a choice for meeting and signing projects and business contracts. So what happens when everything that has become so familiar to you in this coffee shop suddenly changes quickly?
First, they changed the store's decoration. They believe that the usual decoration has become too old and outdated and needs to be improved in a more modern direction. While they do not know that classicism is the unique and attractive feature for customers.
Next, the staff's service attitude becomes less welcoming when customers ask for a little more ice, a spoonful of sugar or a little more coffee scum. They are also willing to answer customers that all these additional requests must be paid in money. This made customers very upset. Many people have thought about finding another coffee shop as a popular stop for their morning coffee routine.
Finally, the price for a cup of coffee increased dramatically without any prior notice to customers. When asked the reason, the staff of this coffee shop were very confused when explaining that it was due to increased costs, and the application of discount cards for regular customers had reduced the store's profits. goods decreased significantly. The customer feels the reason given is not satisfactory. One customer could not hold back his anger and exclaimed: if giving away promotional cards to regular customers is the reason for increasing product prices, he is willing to not accept that card.
With all these changes, the cafe gradually lost customers. Even the number of students who often go to the shop every day to fight the sleepiness of having to constantly study for exams is gradually decreasing because their budgets cannot meet the high price increase.
The story about the coffee shop mentioned above shows that, even in the small business sector, when deciding to change sales methods or raise product prices, one must be very cautious. Otherwise, you will lose a large number of loyal customers. Even a big brand that has been reputable for many years in the market, when wanting to change a certain factor, must survey customer attitudes. Because customer loyalty is not easy to come by.
Here are three important issues to keep in mind to avoid paying too high a price for the change you introduce:
1. Ask your most loyal customers if they would accept this change?
No one wants to have to pay more for a product/service they usually buy, but you can inform them that due to improved product quality, there is a price increase. Then, you wait to see how customers react to the information you give?
You should not immediately announce publicly in front of a large group of customers or ask a group of customers to advise you on your decision. You just need to make a simple announcement in a conversation with the customer and explain what changes are coming. You will see that the problem will become very simple and quickly resolved. And through discussion and discussion, together we can find the most creative method that will be easily accepted by customers.
2. Test each change separately, not all changes at the same time
Doing so can help you evaluate the impact each individual factor has on customers and the reasons why it is acceptable or not. In general, most people don't like to change what has become their habit. If you change many factors at the same time, it will be very difficult for you to recognize which changes are good and useful and which changes are unacceptable to customers and you should avoid.
Is it because of increasing product prices, changing decorations, removing promotional cards for regular customers... or some other factor that causes the coffee shop to lose a significant number of loyal customers? The most accurate answer will be given if you do not skip this action step.
3. Admit when you make mistakes
Returning to the above coffee shop story, are the employees in this shop involved in increasing product prices? Perhaps their attitude partly said that they themselves did not want that to happen. If a customer wants to vent their anger, go to the boss, they are just people carrying out orders. In general, in all cases, increasing product prices without giving a satisfactory reason will be a wrong decision.
Your price must be based on the general price of the product/service. If it is too high, the price you have to pay will be much greater than the profit you will gain, especially when customers turn their backs on you.
Always remember one thing, your business only exists when customers are willing and able to pay to buy what you sell to the market. If you don't have customers, you'll have to find something else to do. So, look, listen and learn your lessons, because only experience will help you make customers come back to buy your products/services.
According to bwportal.com
