Reply to my last blog

I had a response to my "Why Not?" blog via linkedin.com

The response was:
Hi Philip - great blog! We have done quite a bit on the site on service tips etc. - what do you think are the big trends or the latest ideas in service?

What you are discussing sounds quite like the American approach too - do you think maybe diners in the UK prefer a slightly more hands-off approach?
My response was:

Hello Peter.
I think that the issue in the UK is that diners have become used to the hands-off approach but I believe that the approach that I discussed in my blog is the preferred option.  I understand that we, as a nation, are more conservative in our habits than our Cousins across the pond but their ability to put the customers first is second to none and we can take a leaf out of their book.  With most things that we adopt from America we adapt and dare I say perfect so the same can be said for customer service and going the extra mile.
On plenty of occasions where I have introduced this approach to service the results have always been positive, we don't have to make a huge noise but we do have to make sure that the customer leaves happy and if that means doing something unacpective to win a loyal customer then so be it.
I also believe that attitudes are changing, with customers not only talking with their feet but also with their tweets, reviews etc.  If a moment of genuine care can create a positive review or tweet isn't it something all restauranteurs should be aiming for.  Free publicity is great so "Why not?"
Kind Regards
Philip 

How about saying "Why Not?"

Why Not?

During the past week I was discussing with a client the benefits of anticipating problems and going the extra mile.  My point was not to wait for problems to happen but realise that something could go wrong so deal with it now and not later.  As the saying goes Prevention is better than cure.

The client didn't realise at first the benifits of acting before a problem arose but said things like "if the customer doesn't complain" or "they look ok" but I soon explained that the fabulous thing about the general public is that they don't complain at the time but either send an email or just never come back.

If instead of waiting for a problem I explained that stepping in early with a nice gesture on the house can defuse most potential issues.  The point was raised that the customer might not of complained and they would of receive something free for no reason so why should he do it.  My answer was "Why not?"

Why not? Simple really, by anticipating a problem before it happens and offering a gesture you will help smooth things out with the customer.  If there wasn't a problem, then the customer has just been shown how important they are to you, they receive a gift on the house (and who doesn't like gifts) and you can start building up a nice rapport with them.  We all know that the more relationships you build with customers the more loyalty there is and the busier the business becomes.

Just so you know these "gifts" don't always have to be expensive, a simple gesture is all it takes, a bowl of olives, fresh bread, a glass of wine, dessert, coffee or even a smile and a chat.  Just keep thinking why should I do something to make the customer happy and the answer should always be "Why not?"
 

Trip Advisor.

So there is a reported backlash against Tripadvisor because what they allow to be posted might not be entirely true.

I can't say that I'm surprised and a smile seems to be appearing on my face.  It seems to be ironic that after years of Hotels and restaurants suffering from unjust reviews posted on Trip Advisor that they are tasting abit of their own medicine.

Now obvioously I know that Tripadvisor does not write the reviews and they are just a hosting site for every wanna-be A.A Gill but the lack of response when there has been an unjust review is always disturbing.  It's as though they are prepared to wash their hands of any responsibility but hopefully now they will start showing a little bit more respect to the businesses that actually gave them a platform to start with.

Of course Tripadvisor isn't all bad and I have used it myself but I do always take the reviews with a pinch of salt. I am hopefully like lots of people out there, the ones who might listen to others but are not lead by them.  I'm prepared to make up my own mind, as I know my great, is another persons awful and vice versa.

What is the future? With the current interest for social networking and opnion making I only see Tripadvisor or similar sites having a long future but as I said earlier hopefully they will have to change and respect the businesses that are their bread and butter.  Without Hotels, Pubs and Restaurants where would Tripadvisor be?

Anyway I'm off to write a fake review, just because I can.

Philip