On my way to the gym I pass this restaurant; today the sign outside says “No Cook.” I’m assuming that means they’re not open. Why would you put that sign up? This is just a ridiculous thing to post for your customers. What’s the point? What kind of customer service can a restaurant deliver without a cook?
It brings up all kinds of thoughts for me.
- They don’t pay their help very much or why would the cook leave?
- There will be no food until they get a new cook; will the new cook be good? Should I even try it?
- When the new cook comes, will there be a sign that says, “New Cook?”
- They don’t sound very resourceful, why not just start cooking? There must be someone who works or owns the place that knows how.
- Why do we care about your cook? It’s your problem now it’s mine.
Why would you share any of your misfortune with your customers? Consumers don’t care about your problems only that you make them feel good.
Actually, I would have liked it better if the sign says, ‘cook quit or cook fired.’ At least, I can get a laugh about it. It reminds me of the nursery that had the sign, ‘closed during the winter,’ of course; we know that. Why not the sign that says, ‘can’t wait for spring?’
There was another sign on a restaurant door that said, ‘closed because of lack of customers.’ I guess that’s my fault; nasty implications with that sign.
Why not be positive with your customers? Why not close because you’re giving your business a face lift, or you’re having a face lift? My friend had a sign on her restaurant that said ‘owner taking a cruise; she needs it. Thanks for being my customers see you on July 1.’ Those of us, who know Carmella knows she works really hard and deserves a vacation. We were all excited to welcome her back and ask about the cruise. She even came with gifts for her ‘regulars.’
Customers always want to know, ‘what’s in it for me?’ There’s nothing in it for me when the cook leaves. We all listen to the radio station, ‘what’s in it for me.’ WIIFM. If you do something that inconveniences the customer you can be sure they won’t be happy.
If you can’t make the customer happy, at least make them laugh, or hold their hands to improve the customer experience.
Lisbeth Calandrino has been helping businesses build sales and customer service strategies for over twenty years. To have Lisbeth consult with you, reach her at Lcalandrino@nycap.rr.com.