Today my husband and I walked to a cafe near our home for lunch. It was a gorgeous, sunny day. We both ordered salads and ice water, thinking these would be healthy – and fast. It took nearly 50 minutes to get our salads. We were just about to get up to say something about the slow service when our waitress arrived with our food. Before we could say a word, she said, "The chef wants to offer you two pieces of chocolate cake because your salads were so slow." We said "Thanks", and when the waitress walked away, we were both impressed.
We will go back, even though the service was slow. Because the restaurant proactively let us know they had made a mistake and took steps to make up for it. That went a long way toward a goodwill offering. Does your brand note its mistakes and proactively find ways to make them right? Amazingly, you can keep word of mouth about your brand positive with just a sliver of chocolate cake!
We will go back, even though the service was slow. Because the restaurant proactively let us know they had made a mistake and took steps to make up for it. That went a long way toward a goodwill offering. Does your brand note its mistakes and proactively find ways to make them right? Amazingly, you can keep word of mouth about your brand positive with just a sliver of chocolate cake!
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