How is your meal?
I’ll do that right away!
We’ll get that to you by the end of the week.
We all encounter statements such as these on a regularly basis – what we get in return depends upon how providers make us feel as a result of their actions.
How much value they place on your custom AND your experience can make all the difference.
Much can be argued on getting things done right and making sure they’ve exceeded expectations but at the heart of it, lies the emotion of how connected we are to a business/service.
Personally, I’ll return to a venue based upon not just the food but the experience I get as a whole (exception being the footy – I’ll go whether we win lose or draw)
The food may be amazing, the coffee may be the best I’ve had but if the experience isn’t great it’s unlikely I’ll be back. That said if mistakes have been made – and rectified to the point where it’s not the first thing I think of when giving an opinion of said venue, I’m likely to return.
The product is half the battle – the service is that other magical 50%.