In my last post I told you about the scowling woman at the restaurant who put a deep flurry of clouds in the experience when we went to sit down.
After we sat though I nearly forgot about her as we had excellent food with generous portion sizes and good drinks.
The servers were attentive and provided a really good experience.
By the end the bill was pricey but I felt it was well worth the price for the quality and quantity of the food we received.
We were ready to go.
I thought to myself I should give this place a nice review. Why the price was worth it and so on.
then went to find the manager from before to tell her how excellent the food and service were.
I felt she had perhaps had a rough day before I arrived with my reservation increase request and it just might make her day.
“Thank you. I just…”
And the words stopped in my mouth.
The look on her face said it all.
I looked away from her, collected the kids, and walked out.
Everything the servers and chefs did forgotten.
Just her face.
My memories and experiences of this place.
So here is the lesson.
Yes, you have to deliver on what you promise but that is not enough. If your customers feel the way we did they will never go back.
And that is the danger we all face as business owners.
Whose bad day will make it ours.
What are your thoughts?
Where have you experienced excellent quality but a terrible experience at the same time?
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