Episode #192: WHY ARE WE SERVING WILTED MINT IN MOJITOS?

Why do some businesses deliberately choose to do what is wrong, even when they know their decision will lead to customer dissatisfaction? To coin an old phrase, some business actions stick out like a sore thumb. Many times, the pain suffered from these actions hurts worse than that sore thumb? So why do we do these things? Do we understand the true cost of serving up service we know is bad before we deliver it? Referrals are essential to the success of many business models. Likewise, a necessary cadence of repeat business is often the lifeblood to certain enterprises. This show helps us enhance customer satisfaction, and ensure a steady diet of repeat and referral transactions. These five minutes explore three, simple suggestions that can help deliver the right experience to customers. To all the restaurants out there…please throw away those wilted mint leaves!!! 

Transcript

Speaker 1: 0:05

All right , Mr . Simple Biz Skyla died to show.

Speaker 2: 0:09

Hello, and thank you for tuning into this Simple Biz 360 podcast. My name is Jeff Mason and I'm your host on this five minute adventure. So grab your favorite beverage and uh , just go for a quick ride with this . We're actually in the midst of what we call the Three Business Tips in five Minutes podcast series. So it goes by really fast. And today we're gonna take a look at why are we still serving wilted mint in mojitos? Why is that happening? We're gonna talk about a little quality control, if you don't mind. So , uh, we'd love your follow. We're on YouTube, I gtv Gab tv and 28 listening platforms. Stitcher, Spotify, apple , uh, iHeart, Pandora, you name it, we're on it. We would love your , uh, five star rating if we deserve it, and only if we deserve it. So let's talk about this, right? My wife and I , uh, last summer with this beautiful Lake Michigan restaurant, upper terrace overlooking the lake, you know, seagulls flying around, packed house . It was just a beautiful evening. And my wife orders a mojito, and she's not really a drinker. She doesn't really drink that much, but you know, she gets in the , it's a summer drink, right? Let's have one. So this drink comes to our table, and I mean, there is wilted, I mean, not even wilted brown mint leaves in this mojito. It was disgusting. It looked like somebody was raking up fall leaves and, and, and, you know, kept a couple of them and just stuck them in this, in this glass. It was disgusting. Beautiful restaurant. And I'm thinking, why would someone service these wilted mint leaves in this mojito? I just don't get it. Right? So what we're gonna talk about today is why, why, why do we still insist on trying to slide some of this kind of stuff by customers, right? We know what the right thing to do is we do. So why do we let our employees, why do we elect sometimes to let this stuff go out the door knowing that it's not the way the customer wants it, right? So we , we know that it's right. And we say you've got to reinforce what's right in the training you do. So, I mean, even if it's yourself, you've gotta come to grips with some customer service skills and some quality control skills and say, you know what? We gotta do this. And, and, and then set these customer pleasing standards. I mean, you know, and I know on a summer night on the upper deck overlooking Lake Michigan, beautiful breezy night, people want stiff mint leaves that stand up and screamed green, and they're like, oh, look at me. I'm so tasty. Not last falls, leaves raked up and stuck in a glass. It's disgusting. So think about this again, right? So set those customer pleasing standards and avoid the silent business killers. And what are the silent business killers? So maybe someone goes away from that restaurant who got wilted meat mint leaves that night too, and they say, Hey, oh man , this place, really lousy service. I mean, we paid an arm and a leg for our meal. Beautiful setting, but you know, you , you should have seen what, what we got in this glass , right? Silent business killers are 26 outta 27 people who have a bad experience with a customer, fit with a company. Rather fail. Tell the company about it. Why? Because they don't think anything's gonna change. They don't think anything's gonna happen. 91% of those people never come back. They just leave. They're gone. Lost customer over the cliff. Right? Now, the average person that gets burned goes on to tell nine or 10 friends, colleagues, neighbors, associates, 13% of those unhappy people, those malcontents go on to tell 20 or more people about that bad experience. You as a business owner want to avoid that scenario at all costs . Now, what I have hanging up on the wall here behind me is a set of graphics that I sent to a graphics company. And you see me use this stuff all the time . I love these people, but that should have never been put in a box. Look at how the edges are overlapping on the, the , the canvas, right? So if you look at what should have been delivered, it should have looked like this, right? You should have , you should see all of the icons inside the actual frame not sticking out like they did it there, right? So again, ask yourself, why would you ever put what's hanging on the wall in a box and ship it and think that's okay? No way. So let's , uh, do a little , uh, lost in a shuffle. Tune today. Happy together. Let's be happy together with our customers, the turtles 1967. Enjoy it. We will see you in 168 hours.