Prioritizing the Customer Experience

Paul Tobias, District & Quality Assurance Manager, Osmow’s Inc.

I have been working in the hospitality industry for over thirty years at numerous well-known quick service restaurants, hotels, private clubs, Universities, and hospitals. It has been my personal experience that until recently, organizations were placing greater emphasis on their bottom lines and not the adage “the customer is always right”.

However, we are finding that as customers become less price sensitive when it comes to the hospitality industry, customer service is of tantamount, if not more, importance than before. Empowered front of house team members who go the extra step in terms of customer service is what creates a memorable experience for customers and differentiates the great from the good service providers. This in turn has positive financial outcomes for businesses.

We, at Osmow’s, believe that customer satisfaction should always be paramount and have implemented numerous processes to ensure that this belief flows down to our franchisees and their team members. For the successful implementation of this vision, customer satisfaction must be the priority of everyone in the business.

For Osmow’s, customer service is more than providing a courteous greeting, it also means providing efficient service, checking in on the service and food, and making it right if it is less than a great experience for the customer.

At Osmow’s, every crew member promises to follow our ‘G.R.E.A.T. Guarantee’ policy, as follows:

GREET – Each customer with a smile, welcoming them and offering them assistance as needed.

RECOMMEND – A new product, a combo and/or provide any clarity while you confirm the order with the customer.

EXPERIENCE – The brand through the customer’s eyes.

ALWAYS – Follow the Operations Manual processes and procedures, especially the cleaning and sanitation checklists.

"For Osmow’s, customer service is more than providing a courteous greeting, it also means providing efficient service, checking in on the service and food, and making it right if it is less than a great experience for the customer"

TREAT – Each customer as a potential fan for life. Chat with customers while they wait for their order and treat them like an extension of the Osmow’s family! If they’ve had a bad experience, received an incorrect order or are missing an item, offer to Make it Right – Immediately!

I personally believe that focusing on customer satisfaction will be the determining factor of financial success and I encourage other corporations in the industry to follow suit. After all, we are all customers.