Skip to main content

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.

Comments

Popular posts from this blog

Why Spreadsheets Suck for Prioritizing

The Goal As a company executive, you want confidence that your product team (which includes all the people, from all departments, responsible for product success) has a sound basis for deciding which items are on the product roadmap. You also want confidence the team is prioritizing the items in a smart way. What Should We Prioritize? The items the team prioritizes could be features, user stories, epics, market problems, themes, or experiments. Melissa Perri  makes an excellent case for a " problem roadmap ", and, in general, I recommend focusing on the latter types of items. However, the topic of what types of items you should prioritize - and in what situations - is interesting and important but beyond the scope of this blog entry. A Sad but Familiar Story If there is significant controversy about priorities, then almost inevitably, a product manager or other member of the team decides to put together The Spreadsheet. I've done it. Some of the mos

Use Case as a Black Box

Consider the following use case: Purchase Items Actor: Purchaser Precondition: Purchaser types at least thirty words per minute and has a web navigation efficiency rating of at least 40. Postcondition: For the average Purchaser acting at full efficiency, the number of seconds elapsed is no more than 30 + 20 * n, where n is the number of items purchased. The name of the use case represents a functional requirement. What does the product do, or enable the user to do? Purchase items. What are we to make of the preconditions and postconditions? What relationship do they have to the requirements for the product? Answer: the preconditions and postconditions are the nonfunctional requirements attached to the functional requirement . Another way of expressing the nonfunctional requirement would be as an attribute and associated constraint: Usability: For a Purchaser who types at least thirty words per minute and has a web navigation efficiency rating of at least 40, it shall take no

Henry Ford's "Faster Horse" Quote

You may have heard the ( apocryphal ) Henry Ford quote: If I'd asked customers what they wanted, they would have said "a faster horse". Over at the On Product Management blog , Saeed gives his take on this infamous quote. He "hates" it, and gives some compelling reasons. Saeed is spot on in his explanations. Personally, I think the quote is great, but it's a matter of interpretation. The valid point of the quote is not that it's a bad idea to facilitate a conversation with your market to better understand it. The valid points are: You must ask the right questions to get valuable answers. You must interpret the answers thoughtfully - often outside their direct meaning - to glean reliable information. Asking questions is not always the best way to "listen" to your market. (E.g., sometimes pure observational studies are more reliable.) Nonetheless, I find the quote is helpful to combat "armchair product management" in the