WTN Services- Three Tips to Service Excellence in 2008
- Make sure every wine sales associate is friendly and welcoming from beginning to end of the experience either online via email, live chat, in person through the tasting room or via the phone. The commitment to make customer service the top priority and create a memorable experience is what will retain customers during uncertain economic times or during times of change such as an election year 08.
- Increased product knowledge of wines and wine products sold and the tools for sales are essential. WTN Services will be hosting our series of Best in Class Services workshops Janurary 14th and 15th. Our Winery clients wishing to send folks to these classes need to email cedwards@winetasting.com to attend the classes hosted by 1800Flowers Director of Training & Leadership Development hosted in Napa this year.
- Provide the assortment and the memory that customers want. The particulars of the new millenials are teaching us that consumers want an assortment of experiences to tie to their wine purchase. They do not want just another high end cabernet but an experience that is tied to their wants, needs and desires to be unique.
Basics yes but basics matter in an economy that is iffy and memories are what bring customers back. Make the consumers experience a pleasureable memory and they will keep coming back.
February 1st, 2008 at 6:16 pm
Amen on Point Number 1! My policy is to only write up tasting rooms and wine shops were we have a positive experience.
Leaving the public with a positive impression is the utmost in importance. It may be as simple as a greeting beyond “Can I help you find something?” which translates into “Can I sell you something?” It amazes me how many stores I’ve walked into and not have been greeted, even a simple smile. Those shops, stores and tasting rooms that do extend hospitality are remembered. I’ve never signed up for a wine subscription at a winery where the staff was not friendly.
A piece of I would offer it to have a business card. When I ask for one, I’m saying that I want to be able to remember you. I have shaken the hands of two wine salesmen and one importer last week. Only one had a business card. I’ve found that to be typical in the wine industry. I could not acknowledge that participation of the wine importer because I could not find her name on the company website. The two salesmen were on the tasting sheets provided by the wine shop hosting the event so I could acknowledge them. The one with the business card, I could personally thank via email. Furthermore, I can contact him when I review his wine.