Thursday, September 28, 2006

How Not to Generate Positive Word of Mouth

Rayfes writes about a case study in how not to generate positive word of mouth for your business:

Stopped by Champion's Sports Bar for lunch today. Hadn't been so figured it would be good to try.

First impression is that it was yet another chain in Austin which isn't surprising since it's in some Mariott derivative hotel by the convention center.

Bartender messed up my order and another guy sitting at the bar. That's ok, it happens and he offered the other guy a free mystery beer.

Later the guy wanted to watch something other than what was playing. There are 3 customers at the bar and 5 tvs. It's Thursday afternoon and not much is going on. The bartender tells him that he's not allowed to change any of the tvs. Customer asks for the manager. Manager doesn't come for 10 minutes. He says that he can't put anything other than sports on (even if it's muted) since they are a "sports bar."

At which point I decide I am not going to come back to a place with overpriced food that won't take care of their customers.

Guess they can join the list with Iron Cactus and a few other places that are too good for their own customers.

It's when you have a only a few customers that you have a great opportunity to go the extra mile to make them happy. Don't blow it.

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