{"id":2673,"date":"2013-02-06T09:39:38","date_gmt":"2013-02-06T17:39:38","guid":{"rendered":"http:\/\/www.hootnannieblog.com\/?p=2673"},"modified":"2013-02-06T09:39:38","modified_gmt":"2013-02-06T17:39:38","slug":"customer-service-will-be-the-death-of-me","status":"publish","type":"post","link":"https:\/\/www.threeadventure.com\/hootnannie\/2013\/02\/06\/customer-service-will-be-the-death-of-me\/","title":{"rendered":"Customer Service Will Be the Death of Me"},"content":{"rendered":"

Note: I am not slamming this business mentioned in this post, just using it as a recent example.<\/p>\n

We recently went up to Monterey because I had some work to take care of and we decided to go back to the Cannery Row Brewing Company. In December of 2011 we had gone to Monterey simply to get away for a few days prior to Christmas and ended up going to the Cannery Row Brewing Company<\/a> two nights in a row because we had such an awesome time there.<\/p>\n

The service was awesome up at the bar, where we normally sit when we go anywhere, and the vibe of the place was right up our alley. Those two nights we were there it was pretty crowded but we still received awesome service. On this most recent trip we went in there around late afternoon and the place was pretty empty. We had little dude (otherwise known as Sammy) with us so rather than sit at the bar we sat at one of the pub tables. I saw at least four employees there and there were about 10 customers in the place.<\/p>\n

The waitress that seemed to be covering the pub table area didn\u2019t acknowledge us for some time but was walking past us delivering beer and food to the other tables. She finally looked up and saw us and acted somewhat surprised. She said hello and brought us menus but never seemed completely there. I understand that being a waitress or waiting on people in general may not be your life long goal but my attitude is that no matter what you do you should be doing it the best you can.<\/p>\n

We only stayed for one drink before walking back to the hotel but we would have stayed for a couple (or more) if we had felt welcomed like our previous trips in there. It just felt that we were a nuisance rather than paying customers. Again, I completely understand that we\u2019re human and we will have off days\u2026I really don\u2019t expect perfection, but then again, I do.<\/p>\n

I believe this pertains to ALL businesses in the entire world but as you know I tend to speak directly about the hospitality industry (hotels, B & B\u2019s, restaurants, bars, wineries, etc.), we need to wake up to the new reality. That new reality is that we are all connected now via Twitter, Facebook, Google Plus, Yelp, Foursquare, Instagram, Pinterest, Trip Advisor, and blogs. It was bad enough in the old days when it was just local word of mouth but now\u2026now the stakes are even higher.<\/p>\n

There are no excuses anymore. I don\u2019t know if the answer is more staff trainings or vetting your new hires better, but you cannot risk the bad reviews anymore. And when bad reviews are made the business needs to step in and engage in an attempt to repair the situation. I will absolutely give Cannery Row Brewing another chance, heck, probably ten more chances\u2026but if I get enough of these situations there again not only will I not go back but I will not recommend it to anyone else.<\/p>\n

I really don\u2019t mean to be picking on Cannery Row Brewing because there are plenty of other good examples of this but I threw a dart and here we are. As I said, we will absolutely go back. However, businesses need to understand that the game is different. I firmly believe we are in a relationship economy now in which the way we treat somebody today will affect our bottom line down the road. We\u2019ve all seen this and we all know it. The internet makes those ripples in the pond go out even further and cover even more territory.<\/p>\n

If this visit had been our first time in there I can almost guarantee we would not go back in again, we would find somewhere else to spend our money. First impressions (along with second, third, and fourth impressions) are really important. Let\u2019s not take our eyes off the prize. Let\u2019s not forget why we\u2019re in business.<\/p>\n","protected":false},"excerpt":{"rendered":"

Note: I am not slamming this business mentioned in this post, just using it as a recent example. 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