‘The Living Room Theory’ of CRM

9 INCH AXIOM – CRM

‘Treat your customers as you would house guests.  Make your place of business an inviting and welcoming place’

I was reading an article recently on a local restaurant that just opened their sixth location in Connecticut.  The restaurant is called Archie Moore’s and it’s located in SoNo (a fancy way of saying South Norwalk).

The franchise co-owner Billy Ferguson was recently interviewed by the local paper.  He spoke of how he’s bringing a policy that he’s learned over the last 20 years in the restaurant business.  It’s called the ‘Living Room Theory’.  The basis is that you treat your customers as if they’ve just walked into your own home.  You greet them with three things:

1. a smile 

2. a hearty handshake 

3.  a welcoming, ‘Hello’  

That’s pretty good advice for anyone running a business.  Treat your customers as if they were a guest in your home.  

Here are 4 other takeaways from Archie Moore’s:

1.  Embrace a theme and keep it simple – the design theme for the restaurant is simple.  The only artwork on the walls is antique Coca Cola signs.

2.  Find your signature – Archie Moore’s is known for their wings [Voted Best Wings in Connecticut for the last 10 years].  It’s buffalo sauce has almost a cult following and its incorporated throughout the menu.

3.  Overdeliver – the portions are larger than normal restaurant fare.

4.  Deliver value – The prices are very reasonable.

 Today’s Lagniappe  (a little something extra)  - An interesting stunt and a quote:

Stunt: Here is an interesting take on a living room.  A group in Sao Paulo, Brazil put together a living room on the sidewalk of a street.  The street is one of the busiest in the city.  The goal was to provoke the 19 million inhabitants to ‘to think about the public space, how they relate to it and how they feel about the city itself . . .to lift people out of that frenzy and provoke them to think of São Paulo in a more humane manner’.  Check out the full article on PFSK here.

Quote on House Guests: Ben Franklin once said, “Fish and visitors stink after three days.”  

Here is funny list of rules from a New Yorker to her friends.  Anyone who has lived in NYC can commiserate.

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