They say the customer is always right.
But often customers don’t speak up when they’ve had a bad experience at a business. They just stop going there.
What’s a business owner to do? Call in mystery shoppers
http://www.mlive.com/business/jacitpat/index.ssf?/base/business-1/1162119989199440.xml&coll=3
Sears, which launched online reviews over the summer, would not say if it has increased sales, but that’s not the only reason for offering the service, said Gail Lavielle, vice president for marketing public relations.
“We think it’s important our customers know that we care about what they think,” she said. “If you tell customers what they think matters, and you give them a way to tell you, then it demonstrates their opinions matter.”
She called it relationship building, a notion similar to why Abt Electronics introduced customer reviews in May.
“We want to stay connected to our customers,” said Jon Abt, who oversees the family retailer’s online operations. “We service everything we sell here and if we keep hearing about a product that has too many problems, we’ll stop carrying it.”
He said that has happened since launching online reviews but declined to name the problem product. See Full Story in link below
http://www.chicagotribune.com/business/chi-0610250155oct25,0,1700208.story?coll=chi-business-hed
That is what I say because the cost of not having feedback could be deadly .
Clients of Fishbowl pay a $7,500 setup fee and from $100 to $300 per restaurant per month, depending on the size of the database, Shaw explains.
“When we first started, restaurant chain executives asked, ‘How do I know my customers have e-mail?’ Later it was, ‘How do I know this works?’ Now it’s, “How do I apply this to my business, and how long does it take to get going?’” Shaw recalls. “There has been a change in mind-set, either because [e-mail marketing] is logical to them now, or they have seen their competitors doing it.”
Getting the flavor balance right is, naturally, still a work in progress for a place this new. Like Shawn McClain’s Custom House, steaks here come sans sides, forcing you to spend on accompanying dishes. While orange-colored chorizo whipped potatoes ($6), for instance, seemed to promise bite, it turned out to be blah.
But why complain? As early diners, we were treated to a 20 percent discount from the bill while the kitchen solicits feedback on what works and what doesn’t. Smart idea, and one that more new restaurants should try. Frankly, though, this place shows enough promise I’d be back even without it.
http://metromix.chicagotribune.com/dining/mmx-060328-david-burke-primehouse,0,3834738.story?coll=mmx-dining_top_heds
Who doesn’t appreciate a little pat on the back?
“If we have notably good service or food, we will tell the server, and sometimes we’ll even ask to speak to a manager and give that person feedback directly,” Michaels says. “Recognition from a manager can be a great motivator to keep up the good service.”
Mott likes hearing from customers.
“It makes you glad you’re doing what you’re doing,” she says. “This just happened to me on Saturday. I was taking an order, and a gentleman from another table came up to us and told the table, ‘You’ve got the best waitress in the house.’ It makes you feel good.”
http://www.argusleader.com/apps/pbcs.dll/article?AID=/20061004/LIFE/610040343/1004
