How to destroy your marketing brand!
A few weeks ago, I had a very bad customer service experience. I’ve known the owner of this restaurant since he was a kid helping his parents in their Deli. Six weeks ago he opened his restaurant. I’ve been there nine (9 ) times already with at least 6 people in our party.
I’ve also recommended his restaurant to at least 100 other individuals. In fact, when I spoke in front of an audience of 250 local business individuals, I mentioned how great the food was at this restaurant and that the audience should try it.
I’m usually the first of our party to arrive and normally I get a table and wait for the others to arrive. This time I was told that their new policy “was to not seat anyone until all of the party arrives.” When I asked to speak to Antonio (name changed for privacy), the owner, I was told he was too busy in the kitchen. She said this without even checking to see if indeed he was busy in the kitchen.
When the others arrived 10 minutes later, I went to the hostess and said we were all here, and her response was, “Since the others were late they had to give our table away to someone else, and we’ll have to wait until another table opens up.”
Is this a way to Get Customers to Call, Buy and Beg for More? Of course not! But if the owner doesn’t inspect what he expects, his business will go downhill very quickly. He is in an area where people vacation in the summer and is currently booked solid. But after the vacation season, he will wish he had his constant patrons.
He is focused on efficiency instead of customer retention; on the quick buck without brand building for the long-term; on delegating without customer service in mind.
I expect him to be out of business within 1 year if he continues to operate his restaurant in this way.
Tell me what you think.