I was on holidays recently in a small beachside town. The family had a hankering for fish and chips, so I wandered down to the local store to order.

When I walked into the store, the first thing I saw was a big sign announcing that if I was using a mobile phone, I wouldn’t be served.

Even though I wasn’t using my phone, in fact, I didn’t even have it with me, I felt like turning around and walking back out. The only thing stopping me, was the promise of fish and chips for the family, and no other shop to buy them from.

But having a monopoly in a retail niche, does not give you the right to treat customers to a bad experience.

So here are 6 easy steps that you can employ, to master the customer experience.

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