Here are some things you can do to turn the tide around.
A. Give customers a way to give you feedback fast.
Do you have a way for customers to tell you about their experience? Perhaps an app with a “tell us about your experience today?” and built in loyalty points for a % off next visit, an incentive program that rewards those who give you feedback?
B. Reward the employees that are exemplifying what you want to see in your company.
What gets rewarded gets repeated. An atta boy or atta girl only goes so far.
Can you give the employees who showcase the values of your customer service pillars best some comp time, a higher discount on goods, dinner for two on you?
C. Make customer service training a part of your organizational culture.
New hires as well as those who have been in your company for a few years should be trained continually, perhaps new hire orientation and once a year team gatherings.
Training should not only on the service you wish to see but on how great customer service builds a business and thus increase jobs and promotions. Show them how it is a win/win for everyone to be on the same page when it comes to customer service.
The single most important focus of your Latino-owned business is to deliver an amazing experience for your customer. That’s it. There is nothing else more important than making sure every memory of you by your customer is one of delight.
If you don’t deliver on that, you might not be in business long even if you had the initial support of the Latino community. I know I won’t be returning to that restaurant and I don’t even think they care. Yes, customer service STILL MATTERS!