Direct follow-up yields quick results
Store manager Raheel Yousaf Kahn has seen a change in attitude among his employees, and several feel that this has led to a positive competitive attitude.
“Our working day includes quickly following up customer comments, as these give us a direct indication of what needs to be improved in store. The feedback is always fresh, so it doesn’t matter if a customer was more than satisfied last week, if they leave disappointed after their next visit.
We talk a lot about Maze internally. In the staff room we have a screen with customer feedback and it is easy for all employees to share in each other’s experiences. We can follow up on interactions with individual customers and look back at that particular interaction to see what could have been done differently and what delighted the customer.
If a customer thinks that one of the staff could have offered a smile, it says something about how we treated that customer. It can also apply to practical things such as items being difficult to find, which is easy to miss if you see the store from your own perspective. At the end of the day, it’s about making it easier for the customer to shop,” Raheel adds.