How many companies realise this really important lesson?
I had a recent bad experience at a well-known restaurant – an ‘event’ that was poorly organised and run, missed expectations by miles and resulted in my wife and I leaving after the canapes rather than endure the rest of the evening.
Rather than blast them through social media, I sent an email to the management detailing our experience.
Sent a follow-up some days later to head office and had a formulaic response from an ‘area manager.’ Clearly no real interest in their customers. To date, still nothing from restaurant management.
Will I ever return? No. Will I encourage anyone else to go? No.
If you have an unhappy customer, this represents a great opportunity to gain a strong advocate if you handle it well. In fact, formerly unhappy customers can become your best customers as they care enough to let you know.
Welcome reports of poor service – they show you how to make your business stronger.