[Management Column Vol. 71] Turning Customers into Loyal Fans through Regular Time and Point Checks
This is a column written by our representative, Kazuaki Sawada, detailing the insights he has accumulated in the field of business revitalization, management improvement, and bank relations.
The related link article explains the idea of viewing the repeat rate as a KPI from the "customer's perspective" and improving business processes for that purpose. This naturally connects to the current approach of "regular checks at fixed points → maintaining quality → creating loyal fans."
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Please use this as hints for management decisions, such as building a management foundation, improving management quality, cash flow management, bank relations, business succession, and restructuring after the appointment of the second or third generation. Also, feel free to contact us with any questions or inquiries when putting this into practice.
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The ability to turn customers who have visited once into repeat customers, and further into loyal fans who introduce others through word of mouth, is a crucial turning point in store management. What I want to implement is "scheduled and fixed-point checks." It boils down to "welcoming customers with the same quality from opening to closing, allowing them to receive service (or purchase products) and leave satisfied." Scheduled and fixed-point observations involve deciding "when, where to stand, what to observe, how to judge, and how to respond on the spot," and executing this daily. I recommend "finding more than 20 anomalies in 5 minutes." This is not just about filling out a checklist, but about developing the habit of viewing the store from the customer's perspective. Maintaining the same quality from opening to closing and promptly addressing small anomalies builds up customer support that leads to the desire to return, ultimately creating loyal fans. By returning to the basics and being meticulous, more stores have been able to turn customers into loyal fans and improve their performance. Next time, I will share "Business Owners Should Speak About the Basics."
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Our company is a group of professional consultants who value practical insights born from responding to corporate needs. With practical management know-how and a strong belief, we solve management challenges and achieve everything from startup support, reconstruction and revitalization support, growth expansion support, and business continuity support to building a solid management foundation.
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