Managing customer expectations
The other Sunday I went out for lunch. I was disappointed when a member of the café staff approached me, after ordering, and said I couldn’t have the dish I wanted because they didn’t have the ingredients. I ordered another one and the same thing happened. It turned out that they had run out of peppers. The café wasn’t particularly busy. Interestingly, there was a supermarket less than a two minute walk away which was open. If they had made that trip to get the peppers I would have felt special as a customer – now I most definitely don’t.
Labels: customer expectations
posted by lilach
at
09:17
1 Comments
1 Comments:
Unless they could see it as something that would affect them, then most restaurant staff wouldn't view the bigger picture, eg keeping your customers happy and making them feel special will encourage repeat visits and referrals to other customers.
If you have staff, educate them to think like a manager does (or as in the 'bigger picture') and this would result in those peppers being purchased for your benefit.
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