I recently had a Twitter discussion regarding those who judge good or bad customer service and/or food based on one visit. This all stemmed from a tweet by local bakery Bubby Rose’s Bakery. I’ve included the tweet below:
So, as a critic, am I being too harsh on businesses by judging them on my initial experience? If I had a bad experience at your business, should I be thinking: “you know, maybe the employee was having a bad day and I really should give them another chance.”
It’s not up to the customer’s level of patience and understanding to determine if your service was crap. The fault lies with the business. If you can’t provide good to great service every single time, you need to rethink your approach. There is far too much competition out there for my money, for me to make excuses for your bad behaviour.
Like the Head & Shoulders Shampoo slogan from the 80s, You never get a second chance to make a first impression. And it is true, something may bring your customers back after a so-so experience – good food, great atmosphere or that desired “second chance” that Bubby Rose talked about. But truthfully, if you don’t impress right out of the gate, there’s no reason for your customer to return.
The only difference between me and the others that aren’t happy with their initial visit…I have a blog. They just quietly don’t come back.