I wrote before how I was compensated for poor service at Shula’s in Tampa. We recently went back this weekend to use the gift cards which were meant for compensation. As we departed the restaurant I asked this question: “Was I satisfied with a free meal, is this why I thought they did a good job?” Was it because it was free? The two gentlemen I was with asked the same thing. My conclusion was that I would not have given them another opportunity to redeem themselves if it were not for the $200 meal. However, I don’t think I will ever go back willingly.
Being in the service industry I question the thought of this each day when dealing with the public. How much is too much, what is loyalty, and how to rectify a situation that is impactful to an individual. It boils down to a sincere relationship between a consumer and an establishment. A relationship of trust needs to be founded in any condition. In a day were professors teaching how to ‘Provide Service’ it has been lost that a consumer just wants what they want. (Reminds me of the backstreet song ‘I want it that way…’
So ask this, with the social platform rapidly controlling our lives and impacting the way we do our business how would you like to be served? Dine out with pre-selecting your meal, reservation on the fly, communication to management via twitter? Possibilities are endless.
