Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, […]
I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy.
My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St. Louis. He teased me the other day by sending pictures of dinners featuring brisket, ribs, sausage, and delicious side dishes from award-winning Hutchins BBQ in North Texas. He also included a description of its marketing plan.
According to Beck, the marketing plan is simple:
The other thing you’ll notice about Hutchins (and most other BBQ restaurants), is they don’t spend a lot of money on ambiance. Many BBQ “joints” have wooden tables and chairs. The restaurants are set for function. In other words, no fancy light fixtures or expensive plates. They keep the place clean, and that’s about it.
The point of all of this is simplicity. You don’t go to a BBQ restaurant unless you want BBQ. The choices are limited, and so are the quantities. The BBQ chefs know how much to prepare every day, and when they run out, they close for the night. Customers know this and don’t expect anything more.
Most likely, your business has a few more “moving parts” than a BBQ restaurant. That doesn’t mean you can’t find ways to simplify the customer experience, your internal processes, and more. Go through an exercise in simplification by asking questions like these:
Asking questions like these and implementing the answers will help you simplify your business.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
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