Money is in customer reactions, not transactions


Money is in customer reactions, not transactions

Do you know who is the real boss of your restaurant?

As rightly said by Sam Walton “There is only one boss, the customer. And he can fire everybody from the chairman on down, simply by spending his money somewhere else”

The reaction you create among your customers are the most defining moments.

Have you ever consciously asked yourself that “What do my customers want and expect from my restaurant? What kinds of reactions do I want them to have?
Think about this: You visited two different restaurants and you see the servers in the first restaurant well dressed, groomed and well behaved whereas in the other restaurant you see exactly the opposite of it. Who makes the better impression? The well-groomed server is thought of a calmer, more powerful, smarter and more thoughtful than the sloppy one. Now ask yourself, which establishment you would prefer going to eat?

Similarly ,every restaurant owner needs to step into their customer’s shoes and think how would they like the restaurant they go out to eat be like.

Your chef isn’t preparing a meal, he is preparing a guest reaction. The meal is not the product. The product is the customer reaction. When the plate hits the table, one of the two things will happen (1) the guest reacts by sitting up and taking notice, or he does not react, but if he does not stop talking to his companion and notice the food when it arrives at the table, the restaurant is in trouble or soon will be.

Customers either notice you in a positive way or they don’t. And you can control those reactions to a very large extent. If you think of transactions purely as financial exchanges, then you are missing a big piece of picture. Every transaction must be felt personal and be pleasantly memorable if you want them to be your repeated customers and referrals.

Up to 68 percent of customers who see workers goofing off, in stead of helping them, react by telling family and friends about the bad experience and making it more worse by posting it on social media. Another 35 percent of neglected customers say the treatment is enough to end their relationship with a business. More than 60 percent of people who see or hear negative comments are influenced not to give your restaurant a chance.

Do you see how much you could be losing by not prioritizing customer reactions? Any restaurant, no matter what it is, lives or dies by the customer reaction it creates