Tuesday, July 12, 2011


You all know the power of word of mouth. So, here is what happened.
Some of my friends stayed to have dinner at the golf course. They ordered a simple meal. After waiting for an hour they did ask the waiter why it was taking them so long. The waiter went back to check with the kitchen. After waiting another ten minutes my friends did check with the waiter again. She told them that the order wasn’t communicated to the kitchen in the first place, so they just started with the preparation ten minutes ago.

This infuriated the customer. He told the waitress that mistakes could happen. But he didn’t accept the fact that the waiters didn’t inform him of the mistake, nor that they didn’t made an apology for the mistake. S, they did immediately leave the restaurant.

As, they are well known members, this experience quickly disseminated in the entire club. The damage is therefore much bigger than the two meals, which were being prepared in vain. Many members will think twice whether they want to eat in this restaurant again.

What are the two main lessons, from a customer service point of view?
-       Inform the customer immediately if you make a mistake.
-       Master the art of genuinely apologizing.


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