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
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