Archives for: August 2010
The Industry's Love / Hate Relationship with Yelp
August 25th, 2010To ensure delivery add ezine@OTLConsulting.com and Margie@OTLConsulting.com to your address book.
TWEETUPS & MEETUPS: What's the point?
August 23rd, 2010To ensure delivery add ezine@OTLConsulting.com and Margie@OTLConsulting.com to your address book.
Are Your Specials Losing You Customers?
August 13th, 2010To ensure delivery add ezine@OTLConsulting.com and Margie@OTLConsulting.com to your address book.
|
Daily Specials & Pricing: Are You Losing Customers by Having Specials? It happened again. My girlfriend and I sat down and were perusing the lunch menu when the server approached. "We have some specials," he stated, and proceeded to tell us a couple of dishes that were lunch specials for that day. "What's better," I asked, "the house cured salmon dish on the regular menu or the ahi special?" "Oh the ahi special is exceptional!" he told me. Decision made.Our lunches came, and the ahi special was lovely. Two pieces of seared ahi atop a small amount of veggies, including fingerling potatoes and tomatoes. It was nicely presented and tasty. Definitely a light lunch dish, maybe 7-8 ounces altogether, a la carte, so this small plate was the lunch special in its entirety. Our lunch was nice.... until the bill came. Did I mention that the server had neglected to state the price of the ahi special? It turns out that it was $29.95. Fully double the price of this restaurant's average lunch entree; the house cured salmon dish I had considered was $16. Now, maybe it's just my opinion, but I believe that there are two options a restaurant has in regard to specials and pricing. The server should clearly state the price when telling the guests about the special OR the price of the special should fall into the average range of the rest of the entrees on the menu. This restaurant did neither. And what is the cost to a restaurant who does neither? It costs them customers...In the short run, perhaps they make a few extra bucks. Hey, why not get $30 instead of our usual $15? In the end though, they lose. It turn what had been a nice lunch, with the restaurant getting high marks, into a situation where both of us left with a bad taste in our mouth. Did I mention that my friend was buying? She was shocked, and I felt terrible. Not the impression you want your customers to leave with, is it? What's your opinion?Email me! -Margie You need to know what your customers think! Call me at 707-933-0687 or email me for a customer guest satisfaction survey quote! |

It seems most industry people either love or hate
It seems that a group (11 to be exact) had booked the place for one guest's 30th birthday. Let's just say that at the end of their 3 day stay, the guests were unhappy (well at least the 2 that Yelped about it), the owner was unhappy, and their was a question of cost of damages (stained carpet that the carpet cleaners could not fix). Any hotel or B&B stay that involves a call to the cops is probably not going to have a happy ending. 


It happened again. My girlfriend and I sat down and were perusing the lunch menu when the server approached. "We have some specials," he stated, and proceeded to tell us a couple of dishes that were lunch specials for that day. "What's better," I asked, "the house cured salmon dish on the regular menu or the ahi special?" "Oh the ahi special is exceptional!" he told me. Decision made.