Advantage points and keeping customers
TweetMost customers begin judging your business from their first point of contact. At the end of the interaction, depending on your offering they either leave satisfied or otherwise.
The decision however to continue using your product/service happens much later. An immediate “I don’t like this restaurant” may not necessarily mean the customer’s not coming back. What it means is that you won’t be his/her first choice .. you may however get another shot.
Most of these conclusions of liking or not liking the service happen over a course of time … the delay in finding your restaurant, poor directions given, delayed valet parking, delayed seating, difficulty in resolving menu issues, ambience … non acceptance of credit cards .. etc. all culminate towards an unhappy customer.
How to reverse this, – use your plus point to your advantage, if its good service – then be the best in it, if it is your chef – produce magic in your food.More importantly, notice the customers as they leave .. the point is not about reading the feedbacks it’s about observing the pattern that develops it.
