Following up on Monday's Part 1, here was another customer experience disappointment from this past Sunday.
My wife and I headed into one of our favorite pizza places on the strip. This place has never been fast but we were in no rush so we figured what the heck. Well, an hour and a half later we still had not gotten our two subs - we didn't dare order pizza knowing the size of their oven.
I half complained, half joked with the GM and she honestly said, "We're really sorry, you know this time of year is not a good one for the locals to be going out...we've been backed up all week long."
I should note that there were only about 15 tables in the place - about 5 more than usual - and everyone was a bit miffed by the slow drink and food times. I was okay with it until she made that comment. She said it best, they know its going to be busy, why not hire more help? If acknowledging the poor service, why not offer a free cocktail or discount on the food? To simply accept it as fact and move forward makes me feel as if the business does not care one bit about the people that help them stay in business once the tourists go home. I did not want special treatment as a local, I simply wanted acceptable treatment as a customer!
Does your organization accept failure and advise your customers to avoid them, or does it take steps to correct the situation? Are you so happy to get new customers that you will alienate old ones in the process?
Similar to Monday's post, a good business must commit to consistent hours and consistent service - one day the tourists go home, and you better hope to have won over the locals/regulars!