One of the topics which I always touch on when running ISO9001 courses is the concept of meeting customer needs and anticipating their expectations. Statisticians used to reckon that we told 3 people about good service and 9 about bad service and it's interesting how those figures have changed now we have the power at our finger tips to share information via social media. A poor meal in a restaurant can be tweeted, blogged or trip advisored within seconds and within minutes can be going viral. I recently thought long and hard about putting a poor review on Trip Advisor but felt that a fairly straightforward no spin comment on dirty tablecloths, poor food and dreadful service actually did warrant comment. I wonder how many people have now seen that review, mentioned it to friends or made a decision to stay away on the basis of what I have said. I bet it is more than 9! But on the other side the very good write up I gave another location nearby will equally have been seen by far more than 3 people I guess. So the moral here? Meet your customers needs, aspire to meet their expectations and pray that you don't get hit with a poor review in the social media! It's a different world out there now.
thoughts on current business issues