Build a repeatable, remarkable experience for every customer—mapping service flow, personalisation, and post-sales care.
Great Experience, Every Time
Memorable service isn’t random—it’s repeatable. When every team member follows the same playbook, customers know what to expect and come back again and again.
1. Map Every Touchpoint
List all interactions—marketing message, store entry, first greeting, checkout, follow-up. Flesh out ideal behaviours and outcomes for each scene.
2. Standardise Training Materials
Create short scripts, visible cues (signs, buttons, email templates) that guide service. Your POS helps embed these with built-in prompts at checkout.
3. Personalise With Smart Prompts
Ask your POS to show customer names, past orders, or special dates at checkout. A little personalisation goes a long way.
4. Define Service Recovery Flows
When something goes wrong, your playbook triggers fix steps: apology, corrective action, follow-up. POS notes keep feedback visible.
5. Reinforce Weekly
Pick one play often missed—like greeting by name—and coach staff during weekly huddles, using POS performance data to show progress.
6. Close the Loop with a Follow-Up
Post-purchase thank-you messages or follow-up tips strengthen the relationship. Your POS automates that outreach—no effort lost.
Final thoughts
Customer experience isn't magic—it’s systems and consistency. When you map, standardise, and remind, your business becomes known for great service—and your POS helps you deliver it every day.