FOH covers everything that your customers experience when they interact with your business. By default, aesthetics plays an important initial factor in your FOH customers’ experience. Examples are the way your website looks, the staff’s uniform, the shop’s lobby decoration, delivery truck branding, email signatures, or phone greetings.
Not so evident, but an even more significant attribute to FOH is the structure and consistency in which your team interacts with your audience, first during the lifecycle of a quote or an order and subsequently during their tenure as a customer. The challenge here is that unlike the aesthetics component of FOH, a month’s terrific effort at improving it will not guarantee future recurring rewards. Instead, it requires a culture of continuous daily grind and discipline. Sadly, even the most willing and efficient salesperson or customer service rep will need to take a day off or have urgent fires to put out. When such inevitabilities happen, who’s going to follow up on pending tasks or nurture relationships? The Achilles’ heel of customer experience lies in the repeatable consistency of great efforts.
Combining our team’s industry experience with our award winning software, PlanProphet’s consultants will work with your team to understand your shops’ needs and draft a comprehensive program that is guaranteed to bring your FOH to another level.
