Over the years, working in the Marines and then in a few different civilian organizations, one thing I have learned is the importance to detail. Being a large picture person, I realize that I must constantly remind myself of the importance of dotting all the “i”s and crossing all “t”s with precision.
Maybe one of the best examples I’ve heard is the story of the couple that went to a classy restaurant where they were given nice flatware wrapped in high quality napkins. Once the couple took the flatware in hand, they noticed water spots on the flatware.
They each took a few seconds and the nice napkins to rub out the water spots and soon the spotless eating implements were set neatly in place. They then sat and enjoyed the dinnner. When done, they left without mentioning the water spots at all. Then, of course, they never returned.
As for me, the water spots would have not mattered. On the other hand, I have seen folks that would have asked for “clean” silver. Then others would have simply walked out before ordering.
Regardless of anything else, it is an example in 2 ways. First, as in a previous post, it speaks of competition. It seems, in this case, the lacking in one detail causes the loss of repeat customers. There are any of dozens of such details that can cause a restaurant owner, or any such businessman grief.
Worse, the managers might not be aware, which brings me to my second point, the un-voiced complaint. Every owner, every manager should seek complaints vigorously. Otherwise, how will he become aware thar something needs correction?
If the couple in the little story complained, the restaurant might have still lost the customers, but it might allow the correction before the loss of others.
Yet, I look this way and that way, and I find one business after the other where the owners seem to continue to try to remain oblivious to any problems in their business. In the long run such businesses will surely suffer. They may continue but not strong as they could. Mostly, they will fall behind the competition.
It would seem to some that encouraging complaints from a customer is contrary to success. However, how can a person hone his ability to compete if he doesn’t see where honing is truly necessary.
You might consider the following. There are customers that will notify the management of of a messy restroom and those who won’t. On the other hand, there are businesses that will clean the restroom when notified and there are others that basically say, “So what.” There are those who simply don’t care about customer complaints, even when they are meant to be helpful.
The question, “Do you really want to lose customers over water spots?”