Don’t Survey if You Really Don’t Want the Truth
I’m taking to a friend one morning on the sidewalk and they mention they had a negative experience at our establishment. What do I do? I’ll tell you of course. What do you say? “That customer is a bitch, I’ve never liked her, she complains about everything.”
Consumer feedback provided to you should be welcomed, irrelevant of the channel. Phone calls, comment cards. customer surveys and mystery shop programs provide you with customer feedback.
Are these scientifically proven to be accurate within a plus or minus factor of 1%? No.
Can you contact these customers to give you a better description of their incidents? Yes.
Better yet, have your manager contact these consumers who believe you are asking for their honest opinion.
Yes there are things you sometimes can’t control.
You’re working 60 hours a week and customers always sit at the only dirty table in your place.
Life’s not fair.
Never underestimate the power of a bitch.