The quality and style of music within your shop is one of the key “variables” that affects your customer and their experience. The better we can manage this experience the more we drive average spend and loyalty.
Done properly it’s a reason for people to actively visit your shop. Done badly it can be a very easy way to cut short a visit or reduce the likelihood of a re-visit.
Four Rules:
1. Do NOT let staff play their own music. You need to put a lot of thought into what your customer wants and would like to listen to. Rarely is this what the staff like. The exception is when you have a very good manager or supervisor who instinctively “gets” your vision and is arguably better than you at collating music. This needs to be clearly managed though and should not descend into everyone “having a turn”.
2. Consider the time of day. You should have different music on in the morning and afternoon. Arguably there should be a shift between early morning and mid-morning too.
3. Create a LOT of playlists on Spotify (or whatever you’re using) – staff get very frustrated having to listen to the same music over and over again. And frustrated and unhappy staff mean bad service for the customers.
4. Don’t play the radio – it’s very annoying as a customer to have to sit through ads playing and cheesy local DJs. It also shows a fundamental lack of care and attention for the experience that you’re providing for them.
You have a number of choices for your music:
Spotify have a lot of curated playlists that you can match to your customer avatar – they would generally be my first choice. Amazon and Apple both also have huge subscription services.
Jamendo have royalty free music available. (Thanks to Pete in the Coffee Profit Lab private members group for this suggestion)
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To learn more about customer variables make sure you check out the latest webinar: https://app.webinarjam.net/register/251/d004dea367
