Have you ever had good food at a restaurant but the customer service was terrible? Then, as you are walking out the door, the manager asks, “Did you enjoy your meal?”
Are you truthful or do you just want to leave and not look back? Most often we say nothing for several reasons.
- We don’t want to complain
- No one is going to listen
- We feel nothing will change anyway
After all, you won’t be going back so what does it matter? It does matter. Actually, you are doing the restaurant a severe injustice by not talking about your negative experience to the manager.
Do not be satisfied when you hear the word, “fine” because 65-85% of satisfied customers actually switch to the competition. It means the quality of service you are providing is either average or below average and your customers are on the fence. In other words, they are not loyal and will go elsewhere in a heartbeat. Satisfied customers are neutral and ready to bail. That is as clear as we can be.
Superior Customer Service should always be your goal!
Here’s what could happen to that restaurant:
Read More About Why FINE Is a Dangerous Word