A Real-Life Lesson On How To Avoid Customer Frustration, Confusion And Anger
We just heard a great story from one of our sales agents. He recently hosted a dinner for his family and ordered sushi for everyone. To ensure that his guests had what they wanted to eat, he sent them a link to the restaurant’s menu from their website. His brother sent him his order and our agent called everything in. When the food arrived, they were surprised to see that his brother’s selections were all wrong.
What happened? Our agent’s brother had used a menu from Yelp that turned out to be outdated. The restaurant had made changes to their menu, but wasn’t savvy enough to make sure it was consistently published across review sites and search engines.
This example shows just how important it is to be consistent beyond your website. While one customer went to the website for the menu, the other looked right past it and found the menu elsewhere. And it was unfortunately wrong, which creates deep customer frustration, confusion and anger.
As a business owner, you may understand this from a theoretical point of view, but when it counts, you may just update your business information, including your menu, at the one place online that matters most to you, your website. Why? Because that’s what you’ve invested in.
We suggest, however, that you invest more in thinking like your customers. Where are they online? What are their habits? Why make them click over to your website when search engines, review sites, or a social network can give them the information they need faster and more efficiently? If you’re not thinking like your customers do, that’s where the opportunities for frustration, confusion and anger arise.
If you’re looking to invest budget into solving these problems, because you only have so much time to go around, ensuring that your business is found where people are searching is a great place to start. Make changes to your menu? No problem. Through automated processes like ours, we’re able to get those changes applied at the push of a button and published online just as quickly.
In the case of this sushi restaurant, having the right menu in the right place at the right time will save the owner from having an unhappy client to deal with, a busy team scrambling to make things right and the very real possibility of a bad online review, which can create lasting damage.
There’s nothing worse than surprising your customers with the wrong things. Consider our solution as your insurance against that. Look into our services for restaurants to learn more.