I am still in trouble. This is four down in 44 hours but I am still three columns in arrears with 24n.biz the online magazine for SMEs. And so tonight will be reminiscent of "essay crisis" nights at Oxford. I am sitting up all night just determined to slog on until I reach my goal. I shall be writing little else other than articles with tips for small businesses. Enough is enough, it is SME time and so here is my fourth offering.
I received a letter today complaining of a bad experience at my restaurant. I have not had such a letter before. I suppose that makes it hurt all the more. One reaction is to say “most folks love us” this is just a fluke, bin the letter and to carry on as before. I guess you might term this the “ostrich approach.” It is not a path to follow.
Firstly? Is the customer right? I checked with my staff on duty that day about the specific complaint (the composition of one dish and the time delay in serving). The staff denied it acutely but I rather suspect that they would say that. It is hard to see why a customer would make a specific allegation up. And so there is no choice: go speak to the customer. At worst they will tell you to sod off and state that you have lost their business for good. But you have already so you have nothing to lose.
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