don’t allow indifference

I run in to this a lot:

I go to an establishment with certain expectations which are not met. I look around and note that everyone else seems to be happy with their experience, in fact, the place is packed. Are they receiving OR perceiving a different service or experience than I am, or are they just indifferent?

Last Sunday I went out to eat brunch and watch the Bronco game with a group of friends and it was not a good experience. The server was friendly but not attentive or helpful, they were out of two beers on the menu, they no longer served the “giant cinnamon roll” highlighted as a specialty, the hollandaise sauce was “refrigerator” cold, the eggs were runny and the breakfast burrito did not have any eggs in it. We were generally bummed, but it appeared that everyone around us was generally happy. Could it be that the overarching expectation of most customers was just to be fed, watered and provided a certain level of entertainment? Were their expectations just low enough to make mistakes acceptable?

If that is the case, then what is the motivation for the company owner to improve upon their systems and offer a solid experience? How about this:

Doing good business and making good money means there is an opportunity to do GREAT business and make MORE money.

 

I do not believe the company, employee and customer were aligned. Instead, everyone was operating independently of one another and without similar goals.

How do you approach companies who are doing well despite providing a mediocre customer experience? Are you indifferent?

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