Today I went to visit a friend who have just opened a new restaurant-bar at Merida. It has just 2 days of commercial life.
By the way, when I was walking through the parking lot, a lady went out of the bathroom and told me before entering the facility:
“This site is awful. Have been here before?”
I told her that she was right and why does she was upset. And then she said:
“The beer is hot and my husband does not feel comfortable”
Finally I told her to ask to speak with the bar’s manager and let him know her situation. And it ended there.
As the bar’s manager is my friend, I told him that I wanted to share something with him. Then I spoke with him and I shared the experiencie I got with his customer, so he can anticipate the customer and ask them the classical phrase “Is everything ok?” or “Are you having a good time?”.
Then he told me:
“You know man, there will always be a person who you can not satisfy”.
I didn’t want to let him throw to the trash-can the opportunity to save a client, that’s why I encouraged him and insisted in anticipate the costumer’s complain.
The important thing is to exceed expectations. If the woman wanted a cold beer instead of a non-desirable warm beer, just give her what she wants AND a little bit more, like a bonus appetizer or a paid-by-the-house desert. It is better to spend 2 dollars, than loosing a client forever.
When it comes to think what will bring benefits to our professional career, personal development or that kind of important aspects of the labor market, the answer is closely related to the size of the workplace.
When talking about “size” we mean in first hand to the physical attribute of the company, and therefore to the visionary and innovative attitude of its.This topic came to my head while listening to a interview made to Bill Taylor by HBR IdeaCast podcast. Indeed, Bill has a blog at Harvardbusiness.org called Game Changer.
If you are interested, you could read the full article titled “How feedback changed the game for me” which is quite interesting.
To work at a big fully-empowered muscular company is a great opportunity to learn from many other areas despite yours. To be an employee of one of these might bring you security and calm to long-term financial worries. If you are one of those creative professionals who don’t hesitate by looking better changes to productivity, quality, service and then; a big-muscular company won’t get you realized only if it is based on innovative and leadership values.
I agree to work at mid-sized and small companies, which has a permanent focus on innovation and leading change. For example, I’m proud of a e-mail marketing company named Emma. Just take a look at the “history/people” section of their website and get an idea of what place is given to human capital, knowledge, quality at work and more.
Actually they have a blog to share their thoughts and e-mail marketing tips to clients, web surfers, competitors and everyone. Its a proof that any small, mid or big size company; can contribute to innovation and knowledge.