3 Simple Ways to Elevate The Customer Experience at Your Franchise

So, you've found the right brand and location in Canada, and the initial work is done. Now, you're just a small wait away from opening your doors and getting to work. As exciting as this is, it can also be a little scary. After all, you've got what you need to operate your business; what happens next is largely on you.

Right from the start, you need to prioritize the customer experience. Happy customers will want to come back, and they will tell others about you. Unhappy customers will never return, and they're likely to tell other people to never visit your business in the first place. As you approach your opening day, here's what to do if you want to keep those customers happy.


Use social media

Social media platforms are a very effective way to connect with customers. Share pictures and promotions, and use it to interact with your customers or clients. Have some fun with it, too: the more people you can reach, the more customers you have a shot at having. Keep in mind that you'll need to operate within the limits and rules regarding social media set by your franchisor. If you are not sure what those rules are, now is the time to familiarize yourself with them.


Promote your reviews

When customers are looking for a business like yours online, they're going to gravitate toward the ones with good online reviews. They don't want to take the chance on a new place. You need good reviews to draw those people in, and you can get them by encouraging customers to leave feedback on Yelp, Google and the other platforms that are relevant to your business.

Remember that not all reviews are going to be good, but you can mitigate damage by responding to them appropriately. People will see your response--or lack thereof--to customer complaints on reviews, too. Always be professional and courteous, and try to find a solution for the customer. Never ignore a bad review entirely or get into an argument with the customer who left it.


Encourage a customer service focus

If your employees don't have the right training when it comes to dealing with customers, they are going to fall short. As the owner, you must lead the way by setting expectations for how customers are to be treated. Let your employees know what those expectations are and reward those who meet them.

The experiences your customers have at your franchise can make or break your business. By always working toward improving the customer experience, you can truly start building your business.