Did you know that online reviews influence 93% of consumers’ purchase decisions? Now more than ever, you’ve got to provide a great customer experience to get great reviews.
How do you create a great customer experience? The classic quality control teachings of LEAN/Six Sigma can help you do that. (Added bonus: better processes can also save you time and money and increase revenue).
To apply the steps of Six Sigma to a small business, follow these steps:
- Determine the problem & what you want to achieve. Perhaps the lines are too long at a local restaurant and customers turn around and leave.
- Measure the data and effect of the problem. Check Yelp or your suggestion box, for instance. What are people saying and suggesting?
- Analyze the causes. Does the line get worse on certain days or certain times of the day?
- Address solutions. What changes need to be made? It is common to jump to this step, but by first assessing the problem as in steps 1-3, you will have better solutions.
- Create controls to keep the positive change. Rearranging the line at the restaurant or adding “eye candy” keeps customers happy.
- Continue offering exceptional service and monitoring your results.
If you’ve considered how to use Six Sigma to create a well-oiled machine of a business – and provide exceptional customer service – we suggest checking out the free and easy webinars on https://goleansixsigma.com/.
An exceptional customer experience is the lifeblood of a business. At Executive on the Go, we set up business entities the right way, the first time. And that is why so many have trusted us with their business matters.
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