How a humble bread roll was the downfall of a business
- 02 October 2020
Why hearing your customers voices can be the difference between success and failure.
This afternoon I’ve been recording a Podcast for Dom Hawes-Fairley and Simon Quarendon at Selbsy Anderson with fellow panellists Shane Redding of Think Direct and Nick Taylor of Emerson. Our topic to debate was “Customer Satisfaction Surveys are Garbage”. It was a fun hour+ of chat with some serious questions being asked.
The debate which got us all going was the conversation about a restaurant owner who despite surveying his customers with a “How was everything?” at the end of the meal, ultimately went out of business, because no one was prepared to tell him that his bread rolls were stale. They told plenty of other people and potential customers but not the restauranteur himself. He’s probably still wondering why he lost his business even now.
It provoked a couple of thoughts for me in that he was surveying his customers, but he wasn’t getting meaningful data. So why was that?