There was a table of about 8 people that were clearly drinking lots of wine, a bonus for a restaurant as alcohol is very profitable.
They ordered a bunch of steaks, the filet at this place was $95 and I think almost all of them ordered it. Without even doing the math this was well over a $1,000 dinner tab.
The food took a very long time and they expressed their concern to the waitress.
After about 20 more minutes no food was out.
They got up and went right to the manager and said they were leaving, to cancel all of the steaks.
The manager, without asking any questions, snapped back at them.
They went back and forth, literally right in front of our table.
The manager finally yells at the top of her lungs and basically says “get out of here”.
It was awful.
I have so many ways that this could have been saved and turned into a positive experience for this table and the restaurant would of gotten paid.
Instead, they got no money, most likely a very bad review, will never get any of the 8 as repeat customers and had 8 $100 steaks wasted (they had them almost ready but the stupid manager failed to even realize it).
Here is the truth in business.
Even the best in the world make mistakes.
It’s never what happens that’s the issue, it’s how you respond.
Many times, mistakes can actually strengthen relationships if they are handled in the right way.
Here is a fun fact: The number one reason why doctors get sued is from a failure to apologize.
When something happens and you mess up, you need a system to make sure everyone on your team gets this right.
We use have a 5-step recipe we use when we get a complaint:
1. Acknowledge it
3. Take action to make things right
4. Thank them
5. Document it
I will be going over this in more detail with the SPF mastermind in Orlando next month.
If you’re interested in joining us, reply here.
1. Work with me 1-1 in 2019
Join me and my team at my gym in New Jersey for 2 days and get a fire lit under you. This seminar has been the launching pad for many gym owners build the gym of their dreams.
Note: There’s no obligation to sign up but you’ll lock in early bird price which is a good idea because the investment will go up dramatically this year.
3. Listen to my Podcast
Reply to this email with Orlando Mastermind in the subject to get more info.