SELLING BASICS
We want to create the perfect experience for our customers. Meaning: We only give them what they desire. However, our customers (especially first-time customers and tourists) do not always know how the concept of Urban/Soup works. We lead them through the ordering process and our concept:
We always ask for the size. We always offer bread with the soup. We offer drinks to our soups. We ask the customers if they need a bill (up-selling).
Customer satisfaction is the reason why Urban/Soup exists. This is our purpose: we simplify the life of our customers. Quality and service needs to be at 100%. At all times. No excuses.
We handle complaints friendly and responsive, yet confident.
Long waiting times?
Quality over quantity. Fresh made instead of old junk.
Soups not available?
Seasonal choice instead of over-consumption.
Certain soups take longer in the evening?
Zero waste instead of destroying the planet.
No spoon for the jars?
You don’t need a spoon. It is easier, cleaner, and faster without.
We always ask for allergies concerning our breads (nuts, olives). Just to make sure!
In case something goes wrong: We offer a new product. A perfect one.
Dos and Don'ts
For a perfect customer experience, we adhere to certain serving standards that match our own aspirations towards sustainability, simplicity and design.
Customer journey
For a positive first impression of our brand, it is important that not only the store, but also you represent our core values. This section will provide you with an overview of how Urban/Soup imagines your appearance and interaction with our customers. Starting with the dress code and fundamental communication principles, the guide will lead you to up-selling techniques and customer satisfaction.
We put everything into our customer’s perspective. The Urban/Soup Logo is always facing the customer. The products are in perfect quality.
We use just as much packaging as needed. No bags, if not needed. No jeans sleeves, for take-away.
We keep our store clean. Like super clean. Before and after every shift. Details matter.
However, we allow our customers to take their time. We clear tables when they leave. We do not want to rush anybody.
Dress code
Black is our favourite color. We like long-sleeves, t-shirts and hoodies.
If you like, you can get your own T-Shirt with the Urban/Soup Logo on it.
Language and Body language
We are straight-forward and confident. We greet our customers before they greet us. Every customer - every single time - always with a smile. And we stay authentic – no palsy-walsy, no acting.
We are conscious and open-minded, which is reflected in our body language: active and confident, yet relaxed. We stand tall with our shoulders back - no leaning, no arms crossed, no hands in our pockets, no smartphones, no sitting. First eye contact is followed by a charming smile. We use our hands and arms for purposeful and deliberate expressions of ourselves - with a clear and determined voice.
- No fucking leaning back on furniture.
- No fucking arms crossed.
- No fucking hands in your pocket.
- No fucking smartphones in front of the customer.
- No fucking sitting.
- No fucking in bathroom (except for Kate Moss).
- No swearing. No stress. Everything is cool.
We serve our customers in both German and English. Switching between the two languages is enjoyable for us. In all our store situations, we strive to be fluent in casual English.
We are personally connected to our customers and serve them on an equal basis. That is why we introduce ourselves with first names only and address our customers with “Du” in German. However, a respectful tone is key.
