It used to be handwritten letters and the occasional postcard, but now the story of your life is told through a series of pictures. These snapshots, shared across various social platforms, tell the stories of our experiences, from our meals to our travels, our celebrations, and our everyday moments. As business owners and managers, especially in the service industry, we have a unique opportunity to not only contribute to these stories but also to elevate the experience and amplify what a guest can expect from spend their time with us.
The best way to convince someone to return to your business is to make their visit personal to them, which involves more than just providing excellent service. You have to understand what makes people feel valued and create a small connection between them and your team. You have to transform transactions into an interactions. One of the most impactful ways to do this is by offering to capture their moments through a picture. Simple and effective.
Consider this: A client visits your salon for a new hairstyle. Your stylist works their magic, transforming the client's look and boosting their confidence. As the stylist, they offer to take a picture of the client, capturing their radiant smile and new look. This simple act does more than just document the transformation; it shows the client that your business is invested in their experience and cares about making them feel beautiful.
Now, imagine a couple dining at your restaurant, or a group of friends visiting your bar. Your team approaches them, not just with their orders, but with an offer to take their picture. Suddenly, your staff is not just providing a service; they're becoming part of the guests' experience, contributing to their memories.
In a world where experiences are shared instantly, these pictures become more than just keepsakes. They're posted on social media, shared with friends, and revisited over time. They're a visual testament to the great time they had at your establishment, a story told through images.
But the impact of this gesture extends beyond the guests' immediate experience. When they share these pictures, they're indirectly promoting your business to their social network. They're showing their friends and family the wonderful time they had, where they had it, and even name-dropping the people that made it happen. This word-of-mouth marketing is incredibly valuable, and it all stems from the simple act of personalizing their experience. These shared images are the best kind of marketing and bring positive attention to your establishment. They showcase the environment, the service, the products, the vibe, and the overall experience you provide. They become a testament to the quality of your company, encouraging others to visit and create their own memories.
Now, there are ways to turn this from a gift to a curse. For example, don't insist that your guest post the picture, and if you notice they are posting, do not ask them to include some hashtag for your brand. Both of these turn the focus from the guest to you, which is not the goal. Through well-placed signage, any business can inform their clients and guests that a company hashtag exists. The most important thing, the crucial thing, to remember is the goal, which is to add something special to your client's story about their time with you and your team. When any of us have a great time out, and are inevitably asked "what have you been up to?" or "how was your weekend?", you want their time in your company to be the first thing that comes to mind.
As business owners and managers, it's crucial to set this standard within your company. Encourage your staff to offer to capture these moments for guests. Train them to see the value in this simple act of personalization. If you discuss this topic as 'just something we have to do', do not expect buy-in from your team. But if you speak to them on their own terms and remind your team that we are all the guest at some point, you can be convincing. You can persuade them to step their game up, for its own sake and watch the results work their magic.
In the end, it's the personalized experiences that guests remember and share. By setting a standard of service that includes capturing these moments, you not only create memorable experiences for your guests but also amplify your brand's visibility and reputation. Make every interaction count and help your guests tell their stories.