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Digg it UP - How To Lose a Customer for Life
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Do you remember your first day as a business owner? You were probably just like the rest of us... pretty darned happy and bit on the proud side. Yeah, back then we thought we could conquer the world. Now we're too busy conquering our own little corner of the world to pay a lot of attention to the rest of the world... unle
Most of the food was delicious, but one tofu dish did not measure up. All six diners popped the tofu into their mouths. Then all six turned up their noses at the taste. The tofu had gone rancid.
Tofu disintegrates pretty quickly in the mouth, so everyone swallowed hard and reached quickly for their drinks to wash away the taste. The waitress apologized right away and promised to tell the owner. Better-tasting dishes soon followed.
But when the bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defended the bill. ‘But you ate the tofu,’ he said, ‘so we still have to charge you. If the tofu was no good, why did you eat all six pieces?’ Despite their protests, the
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Most of the food was delicious, but one tofu dish did not measure up. All six diners popped the tofu into their mouths. Then all six turned up their noses at the taste. The tofu had gone rancid.
Tofu disintegrates pretty quickly in the mouth, so everyone swallowed hard and reached quickly for their drinks to wash away the taste. The waitress apologized right away and promised to tell the owner. Better-tasting dishes soon followed.
But when the bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defended the bill. ‘But you ate the tofu,’ he said, ‘so we still have to charge you. If the tofu was no good, why did you eat all six pieces?’ Despite their protests, the
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Tofu disintegrates pretty quickly in the mouth, so everyone swallowed hard and reached quickly for their drinks to wash away the taste. The waitress apologized right away and promised to tell the owner. Better-tasting dishes soon followed.
But when the bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defended the bill. ‘But you ate the tofu,’ he said, ‘so we still have to charge you. If the tofu was no good, why did you eat all six pieces?’ Despite their protests, the
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But when the bill was presented at the end of the meal, the tofu dish was still included! The waitress apologized again and referred to the restaurant owner. The owner appeared and defended the bill. ‘But you ate the tofu,’ he said, ‘so we still have to charge you. If the tofu was no good, why did you eat all six pieces?’ Despite their protests, the
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And that was the last bill ever paid at that restaurant by any of the six lunchtime diners…or their families…or their friends…or their business associates.
Now, what should the owner have done? Provide free desserts or a round of free drinks for everyone at the table? Immediately remove the tofu from the bill? Apologize personally and thank the group for their valuable feedback? Promise to alert the chef immediately, and do so? Upon departure, give each of the six diners a business card from the restaurant with a hand-signed promise from the owner for ‘Six delicious and fresh tofu dim sum…free anytime within the next two months’? All of the above?
This approach would help ensure that each diner returned in the near future, giving the restaurant – and the tofu – another chance.
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