Oct 23 (edited) • General discussion
Customers are always right..... RIGHT?
Not quite.
Good customer reviews boost our business.
Bad customer reviews are detrimental and it takes a longer time to recover from it.
I'd like to believe that MOST entrepreneurs strive to uphold high standards, integrity, and honesty when running their business. So when we get a bad review about the services that were provide or the product itself, we take it a bit personally. But that shows we care.
However; there is a fine line when it is necessary to defend your stance.
At my restaurant, if the customer is not fully satisfied with their meal and made a direct complaint, my team will fix it.
If it is about the service we provide, I will fix it. But I never just take the customer's word for it.
For example, a customer posted on a well known public forum recently about how one of my employees called her brother in law an "entitled f**k" after he complained about his sandwich being overcooked.
She drug my business into the mud and stomped on it. And lit it on fire.
I screenshotted her post and sent it to my entire team, asking for clarification....expecting a confession.
But they held on to their word that they did not say anything at all nor did they treat anyone poorly. I told them I would watch footage so the truth would come out very soon.
So, I replied back to speak with this customer directly so I could investigate.
Her response to me became cloudy (not recalling full details anymore versus the detailed public insult) after I told her I have hidden cameras and audio.
I was able to retrieve her ticket as well as her brother in law's.... I spent my evening in bed watching camera footage like a detective.
Needless to say and relieving to find out, there was absolutely no proof of ANY customer complaints that night, and especially no return of this gentleman coming back to the counter to complain.
I reached back out to the irate customer and explained my findings.
She said she doesn't remember full details anymore and would speak to her brother in law. Until then, she agreed to take her comment down on the public forum.
Basically, what I'm saying is:
- Initially, we all want to defend our stance and tell the customer they are wrong. But if we do, we need to provide adequate evidence.
- Our responses to negative feedback should still be compassionate, professional, and kind even as we deliver proof.
- Don't be too quick to believe either side. Be prepared to discipline your team (coaching, write up or even terminate) if your findings prove that your team failed to. uphold your business standards.
- Don't be hard on yourself when you do get a bad review. It is a reminder to never stay in your comfort zone.
4
1 comment
Customers are always right..... RIGHT?
powered by
skool.com/basquenese-academy-9198
Cook and they will come - - a place for aspiring foodies who love to cook and striving to start their own culinary business!
Suggested communities
Powered by