Home of iCrew Digital Productions Publishing
Bringing New Authors to the Digital World. If you are an Independent Author with a project that needs that last push to get it onto the market, contact me at icrewdigital@gmail.com or visit icrewdigitalpublishing.com

Satisfy the Customer Corporation

Happy Thanksgiving! I had a reasonably pleasant turkey dinner at Black Angus in Chula Vista but one part of it reminded me why I detest corporate restaurant chains.

The Turkey Dinner comes with the basic fixings including mashed potatoes. I asked to substitute the au gratin potatoes for the mashed potatoes. Everyone seemed to be well aware that the corporate office forbids substitutions on the turkey dinner.

The single most important thing you can do for your business is to get to work building true customer loyalty, one customer at a time.
—Micah Solomon, Forbes Website

So I asked the manager to explain and he stated that the turkey dinner was priced out a certain way and he said, “If we do it for one customer, we have to do it for them all.” I am sure that he knew he was sacrificing my customer loyalty to serve his corporate superiors.

The business model for corporate chains is the opposite of mom and pop or as I call them, one-off restaurants. The one-off is competing against the restaurant down the street, including the corporate stores. The employees know that they are working for me, the customer. They provide quality service, I deliver loyalty.

When I walk into a corporate chain, I feel like I am treated like a revenue unit rather than a customer. For example, as a single male, I am always pointed to a barstool rather than a table. My experience at Black Angus in Chula Vista is probably not the worst but it is exemplary of the dedication of the employees to the corporation rather than the customer. I am not that old but I am old enough to remember a time before the corporations began to force down our expecations to this level.

I told my waitress that it is too bad that she will never grow old enough to remember a time when the number one rule in business was, “Satisfy the Customer.”

Leave a Reply

Your email address will not be published. Required fields are marked *