Thursday, September 21, 2006

The importance of EVERY transaction

Every business has a bad day. The key is not letting your customers feel it.

My wife and I recently had a date night and went to one of our favorite restaurants. Because of the crazy hours involved in the advertising business, date nights are rare for us. We have to make each one special. So naturally, our favorite restaurant was having a bad day. The food was bad, and the service slow. People at tables around us were quite verbal about their feelings. We decided to simply smile and tell the waitress everything was great. She was having a bad day and it wouldn't do any good for us to jump on the bandwagon. The thing is, not everyone is as understanding as I am.

What the owners may never realize is that they were paid $25.00, but they lost so much more. We trusted them with our precious time, as we have in the past. That trust was betrayed. The next time date night rolls around, I'm not sure we would trust them again.

Most people would then proceed to tell all their friends about the bad experience. I'm not going to do that, because I genuinely want this restaurant to succeed. However, every business needs to realize it's not about you. It's entirely about the customer their mind set towards you. These days, time is as precious as money. Whether they are trusting you with time or money, you have to deliver 100% every time. You never know who's date night you'll ruin.

1 comment:

J Sandifer said...

Excellent Point!