Why Do Most Restaurants Get This Wrong?
Summary
Offer Specific Resolutions: When solving a problem, offer specific resolutions. Give options like credits, refunds, or a reorder, just like Uber Eats does. This way, people can choose what they want most.
Understand Individual Needs: Understand that different people want different things. Some may want their time back, others might want a refund, and some just want the problem fixed immediately.
Do Not Assume Solutions: Don't assume you know what someone wants. Always present options and ask for their preference. This helps ensure the solution fits their needs.
Video
How To Take Action
Offer Specific Resolutions: When dealing with a problem, I would suggest always offering specific resolutions. For example, if a customer has an issue, ask if they would prefer a credit, a refund, or a replacement. This way, your customer can choose what works best for them, which can increase their satisfaction.
Understand Individual Needs: Take time to understand what each person needs. Not everyone will want the same resolution. Some might value their time and want a quick fix, others might prioritize getting their money back, and some may just want their issue addressed immediately. Knowing what your customers value can help you provide better service.
Do Not Assume Solutions: Another important strategy is to never assume you know what someone wants as a solution. Instead, provide options and ask for their preference. For instance, if there's a problem with a product, present the options of a refund, a replacement, or a credit and ask them to choose. This way, the solution is tailored to their needs, making them feel valued and heard.
Implementing these strategies doesn’t require a lot of money or time but can have a huge impact on customer satisfaction. When people feel their specific needs are understood and that they have control over the resolution, it builds trust and loyalty. Start with these straightforward steps and you’ll likely see a positive change in how your customers perceive your business.
Full Transcript
Uber Eats for example anytime that they mess up something you know what they do for me they ask me which option I would prefer as a resolution would you like credits to Uber Eats would you like a full refunder on your account or would you like me to reorder your food for you which one appeals to you and so you want to be as specific as possible with the resolution because different people want different things it might be that I'm like listen I just want my time back right and that's what pissed me off versus somebody else is like no I want the money back because I'm pissed that I just lost the money on the food and somebody else is like I'm just hungry so I just want you to bring the food again rather than assume that you know what that person wants to resolve the issue present them with options and ask for their opinion
