You Won't Believe This #CX Fail

Hi, everyone. It's great that you're taking the time to join me either live or catching us on the replay today. You won't believe the CX500 eye goodness. But first and foremost, let me apologize if you hear any background noise. This live is coming to you today from the Qantas. And so there's some unavoidable noise, but I want to make sure that I jumped on and shared this important message. So today my husband and I, we were out for lunch at a cafe, a cafe that we had actually seen advertised for sale for some time and probably for the last two years, it's gone unsold. And I'm guessing that the CX fail I saw today is a testament to the sweet sort of business they're running and more importantly, probably the lack of repeat customers they hired, which would absolutely be impacting their revenue. So what was that? Well, I'm sitting at the cafe waiting for our meals to arrive, when the table next to us received their meals and there was a sandwich and a wrap. Luckily I was in the ear shop and they got to hear the whole thing. On the surface, it looked fine, but one of the guests said, I didn't order a rag, I ordered a Spanish. And the owner replied with, one of the team members, I think she was down there, but let's just go with. A team member replied with, well, it's like a sandwich, but it's in a rug, and then laughed and walked away. Now, I don't know whether the customer had ordered a sandwich or a wrap, and I don't know if sandwiches of this particular type were on the menu, but that doesn't matter. If the customer believes that they ordered a particular item, you have a choice. You can either make it right. For example, if you have the ingredients to make it, if you're in a cafe, then make it. Or if you don't, explain to your customer that you try that what you delivered was aligned with their request and ask if there's any other way you could make it better. Just don't laugh and walk away. How would you feel if you were out dining somewhere and a waiter, the waitress, laughed at you, ignored you and walked away? So on the surface, again, you might be thinking, well, it's an unfortunate scenario. But I'm sure they still ate them. Now, they didn't even get halfway through the meal. The entire time they were discussing how disgusted they were in the service, they got up and walked out, leaving it half there, half finished. Then our meals turned up. Well, to start with, they rented into the wrong table even though they had a table number. And secondly, the meal was average at best. Like I was giving it a rating out of 5. I would give it two frozen items, milk, flavor, etc. Etc. It doesn't matter how good the food was, but it was literally just sunk down on the table and that was the last touch. So what can we learn together from this? Well, number one, make sure that if you take a customer's order that you can deliver what they request. Number two, if a customer gives you feedback in real time that they're not happy with what they received, if they believe they didn't get what they paid for, then take the time to understand make it right. And if you can't make it right and offer an alternative. And number three, if you go to work in a service business, pay attention to your customers, deliver your products with a smile, and make the experience one that is desired by others. One to talk About I know one thing. We won't be going back to this particular cafe and I've already told at least a dozen people not to bother stopping them. If you want your business to have breakthrough success, then you've got to find ways to create repeat and referral business. That's one of the topics that I cover up in the Business Breakthrough coaching program. The 12 week program designed to help accelerate your growth. To help you achieve your desires from a business and personal perspective faster than ever. Business BreakthroughCoaching.net is where you can go for your free application where we get to see whether we're a good fit for each other before we dive into a 12 break program together. I wish you every success in the coming days. Take care and I'll catch you on tomorrow's live.