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It is vital to meet customers needs because it can help business build trust,therefore increasing sales which can improve customer retention.For example on Brighton pier there are numerous ways they meet customers needs,firstly the pier provides food and drinks which means customers do not need to leave the pier or go else where,this keeps customers happy and content.Another way Brighton pier meets customers needs is the attractions themselves,for example in order for customers to write a good review or come back they need to have an outstanding experience,an example of this is the log ride,on a hot summers day at the pier its the perfect ride.The log ride consists of sitting in a log shaped boat,you are carried to the top of a conveyor belt and sent down into a large gust of water,this ride is very pleasant because even though the water does get you,you are not left soaking and miserable,the log ride creates a sense of fear and excitement,which leads to adrenaline rushes.This ride meets customers needs because it creates emotions for the customers,everyone wants to have a thrill.When creating a positive emotion to a ride,you are also making the customer want to keep going on it and therefore sales will increase and this will bring in more customers because of positive reviews and people telling each other about what a good time they had.To keep customers happy you must provide things to bring them pleasure,comfort,and excitment.If customers needs are not met this can cause a big problem in the business,for example unhappy customers mean customers that will not be returning,bad reviews,decrease in sales,therefore losing profit.

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When identifying customers needs and expectations you need to understand peoples basic needs and wants,for example things like food,water,comfort,toilets are all basic human needs.To identify these you can get a vote from everyone involved,for example Brighton pier is good at doing this because they provide food,drink,comfort,and toilets,all basic human needs.The pier provides guests with fun games and activities to keep them content and happy.In order to get an understanding of what guests want and need,verbal communication can be very important at understanding what customers would like to happen,for example different rides,stalls and entertainment.To understand if visitors are enjoying a ride they could ask them to write honest reviews or do surveys just see it from an outsiders perspective.Other things like using social media can also be helpful because it promotes business,it also shows things off in a visual perspective.Guests and customers are able to comment and leave a review on how they feel about their service,doing so can help you understand what to improve and make better.If no one using a ride then they could ask visitors what kinds of rides they would like to see,this can attract more guests and therefore raise sales.

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1.2 Well done Sharnie you have described in detail why it is important to meet customer needs and expectations, giving examples that are linked to Brighton Pier.

1.2 MERIT ACHIEVED

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There are numerous ways to build positive relationships with all different types of customers,for example one way to create a relationship with customers is to make them feel heard.Actively listening to customers and tending to there needs and expectations makes them feel heard and understood,this makes them feel very positively about the customer service they have received.Brighton Pier portrays this by having a customer service stall and also a customer service website,this shows interest in customers needs and issues.Having personalised conversations asking for feedback is another great way to make the customers feel special and listened to,doing this also benefits the business massively,this is because when given the chance to improve on customer service it shows the business is open to feedback to improve on areas and also make the customer feel appreciated.Remembering customers names is when a customer becomes so regular at the business that they become known by their name by workers,this small gesture is another way to make people feel special because the little details count.The last way that is very good at building positive relationships with customers is giving out loyalty cards.Loyalty cards are small little cards that you are given when you buy a coffee,every time you get coffee youre card gets stamped and (for most cafes) by the fifth or tenth drink you are given one for free,this is very good for making customers want to come again,doing this also means you have more chance at building a bond with them because they become more regular.Brighton Pier does this,as seen on the website in the "resident cards" this card gives customers the chance to get discounts all year round,they also give promotions and offers to those that sign up for them,this increases customers loyalty and therefore increases the chance of returning customers.

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Well done Sharnie, you have clearly explained how these methods could be beneficial to Brighton Pier when building positive working relationships with customers.

IP: Please take care not to turn your writing into Hyperlinks. You may need to research how you remove them if it is happening accidentally.

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Meeting customers expectations is very important for businesses to grow to be successful.For starters meeting customers needs increases customer retention,this occurs when customers expectations are met and they feel feel satisfied with the services they have received.Retaining old customers is often more cost effective then getting new ones.The Brighton Pier staff do this by offering a wide range of different attractions and rides for people from all different age groups,this makes them entertained for longer,making them want to return.Another reason why it is important to meet customer expectations is trust building,when you meet customers needs you also start building trust between the customers and the organisation,this is vital for a long-term successful business.Brighton Pier are very successful with this because they are transparent with guests,for example they are very open and honest about pricing.They ensure that customers are well aware of all costs upfront.Prices are put on a clear display at ticket booths or online,doing so eliminates the chances of customers feeling annoyed or ripped off.The last reason why it is so important that customers expectations are met is a positive reputation.Without a good reputation businesses usually wont thrive,this is because it can cause a company to have a decline in sales,higher employee turnover and bad reviews.All of these factors make people not want to support a business and therefore will make them go elsewhere.Brighton Pier displays this by keeping customers needs met and to good standards,proof of this is reviews being shown on their business page.

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Clean communication is the most important way organisations manage customer expectations,this is because Communication is commonly defined as the transmission of information. Its precise definition is disputed and there are disagreements about whether unintentional or failed transmissions are included and whether communication not only transmits meaning but also creates it.This shows that its important to communicate with customers so they have a clear understanding of any information needed.Brighton Pier portrays this by having a customer service stall with staff that are specifically trained to communicate with each specific customer and there needs.Staying open to feedback is also very good for customers expectations because many customers are honest about their experiences. When they speak up,businesses should remain open minded and resist the urge to be defensive.Feedback is also very good to improve.

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1.1 PASS ACHIEVED