Oct 31 2024 19 mins
Summary
In this conversation, Matt Symes and Kyle Racki discuss strategies for appointment-based businesses to better meet customer needs, emphasizing the importance of flexibility, capacity management, and understanding customer demand. They highlight the significance of creating a business model that allows for profitability while being responsive to customer requests. The discussion also covers the need for businesses to prioritize customer experience and retention, as well as the role of leadership in identifying and solving core business problems effectively.
Takeaways
- Understanding customer needs is crucial for appointment-based businesses.
- Flexibility in scheduling can enhance customer satisfaction.
- A business model should be resilient and profitable at 80% capacity.
- Last-minute appointments can be more valuable than regular bookings.
- Policies should prioritize customer needs over business convenience.
- Identifying core problems is essential for business improvement.
- Leadership plays a key role in shaping customer service strategies.
- Seasonality affects customer demand and should be considered in planning.
- Businesses should track missed appointment opportunities to improve.
- Creating a customer-first culture can lead to long-term success.
"keywords": [ "customer service", "appointment-based business", "flexibility", "profitability", "customer retention", "business model", "leadership", "quick response service", "capacity management", "core problems" ]