The Customer Service Business Lesson From Empty Booths

Posted by John Park on Nov 3rd, 2012
2012
Nov 3


Recently, I took my family of four to a popular neighborhood restaurant.

The place was about half full. The host/waiter escorted us to a small corner table. I asked if we can sit at one of the empty larger booths.

The waiter asked the manager who promptly said no. The manager went on to explain that the booths were only for larger parties. Normally, I would engage at this point but I was so tired after a long day, we just accepted the small table.

Our dinner experience lasted for about an hour and a half.

And… giving me cause to write this piece, the booth we wanted to sit at was empty the entire time. I guess the phantom customers never arrived. The nonexistent customers were of higher value to the manager than us paying customers.

I would like to think that this scenario is not familiar to you and that something like this has never happened to you. Unfortunately, I know that’s not true.

In business, it’s important to take care of the customers you have instead of the phantom customers you are expecting.

Fleeting are the customers who are mistreated by you and courted by your competitors.

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