This might sound cocky and patronizing but before you read, take a deep breath and a few seconds to reflect on these two sentences:
1. If you had a taste of something better (pizza / services / lifestyle), would you quietly accept going back to something less good?
2. If you were, at some point, involved in creating something better (pizza / services / lifestyle), would you now quietly accept going back to something less good?
Now you understand where I’m coming from…
Last week I was let down by the services in London’s coffees and restaurants three times in a row and when it is three times in a row, there is no mistake! On Friday, dinner at Desperados (Maritime Greenwich) was a fiasco! Only one of the two ordered starters made it to the table and the waiter asked us to move to another table in the middle of our dinner so that he can make space for a party of 6 people. Coffee at Coffee Nero (Canary Wharf) on Saturday wasn’t better as the waitress failed to inform me they were closing until after she had charged me for “eat in” coffee and cake. At the cozy Japanese restaurant in Soho they completely forgot to bring us the water; at least they had brought the wine!
A better service makes the client come back time and again just because he/she feels valued / important / appreciated. The tips are higher (or at least they exist), the employees are happier and the vibe inside the establishment is positive. And it’s all free!
On the other hand, why would anyone make an effort to improve their service in a busy, touristic city like London, where customers come no matter how lousy the service is, how dirty the sofas are or how arrogantly the staff replies?
When is the vicious circle going to be broken and by whom?
