A few nights ago I ordered to-go food from one of my regular places right down the road from the house. They said it would be about 30 minutes for the order to be ready.
I drove up there about 40 minutes later to find a camera crew taking down lights from a commercial shoot in the restaurant. I spoke with the bartender and he apologized saying it would be a few more minutes as they are running far behind because they were shooting a new TV spot for the place. Hmmm...
As i sat at the bar waiting, a hotel guest came up and ordered sushi, and the bartender explained to him that they "were out of sushi." Mind you we are sitting at the sushi bar, the glass cases full of colorful, raw fish. The bartender understood the confused look and clarified, "Well we were shooting this commercial for our place tonight and the sushi chef had to prepare all these pieces for the camera and she is getting tired so she has asked to not sell any more sushi." Hmmm...
Does your company's advertising and marketing strategies GET IN THE WAY of your actual customer experience - i do not mean the literal sense of my bad meal example, but overall. Is your agency or in-house team trying so hard to "sell your story" that they forget about selling your product?
Needless to say, it won't matter how slick or cute or funny or viral their ad eventually turns out from that night - in order to achieve that one traditional advertisement, they created about a half dozen viral ones. I cannot speak for the other angry customerswaiting on their food, but I have certainly spread their story since that evening, unfortunately for the restaurant, its not the ending they would have desired.
Comments