Recently I received and email from Cien Agaves in Phoenix. I didn’t pick-up a to-go order at the restaurant for Cinco de Mayo however the email was sent to all subscribers. As a customer experience professional I was so impressed how management and restaurant owners took ownership of their customer’s bad experience I wanted to share with you an email that was sent out. It’s great to see how they care and want their customers to return.

Do you send out an apology letter to your customers when their is a problem?
If you want your customers to return it’s time you realign your customer experience. As we all know in the last few months the world changed. We will no longer see full restaurants for awhile. The staff will be wearing masks, maybe gloves, we will be given a digital menu and social distancing will be the norm. All restaurants will be required to do more cleaning and sanitizing. It will be MOST important to give your customers a positive experience amidst all the restrictions. I am sure restaurant management will receive more complaints than normal as we all figure out this new norm. It’s important that management knows how to respond. Remember it’s not the mistakes that define your business it’s how you learn from them.

In the next few weeks I will share some “Life after Cornavirus” procedures that are taking place in different industries. Please feel free to comment. If you are looking for a company that can guide you and your staff through these difficult times contact Debbie at The Hart Experience 602.717.3271, Debbie@thehartexperience.com www.thehartexperience.com