The worst thing any business can do is not meet the expectations it sets for its customers. Case in point: A recent visit to Buckhead Pizza north of Atlanta.
We took our two grand kids for a night out because this is what the restaurant advertised:
Live music! Face Painting! Balloons! Kids make their own pizza! The key here being from "5:00-7:00pm" We arrived at about 4:45 so the kids could eat their pizza then enjoy the fun.
We waited and waited and waited. We asked the wait staff about the face painting. "She's stuck in traffic" was the response. She ended up arriving about 6:15 and while she did a good job, she was LATE. As for the kids making pizza, they did get to spread sauce, cheese and sausage on a pizza but at best it came back to our table warmed up, not cooked.
Like the face painter, the musician showed up late too. He was terrific, but the restaurant advertised him being there at 5:00pm, not after 6. Even our dessert was late. We ordered a brownie to share and it took 25 minutes after ordering. The excuse being it had been frozen and they'd forgotten to thaw them out. But during the 25 minute wait, not a peep until we asked WTF?
Oh yeah. NO balloons.
The worst thing any business can do is to set expectations, then not meet them.
In the case of Buckhead Pizza, it's a classic case of just that.
Brian Olson
Owner/Consultant
Conversation Starters Public Relations
We took our two grand kids for a night out because this is what the restaurant advertised:
Live music! Face Painting! Balloons! Kids make their own pizza! The key here being from "5:00-7:00pm" We arrived at about 4:45 so the kids could eat their pizza then enjoy the fun.
We waited and waited and waited. We asked the wait staff about the face painting. "She's stuck in traffic" was the response. She ended up arriving about 6:15 and while she did a good job, she was LATE. As for the kids making pizza, they did get to spread sauce, cheese and sausage on a pizza but at best it came back to our table warmed up, not cooked.
Like the face painter, the musician showed up late too. He was terrific, but the restaurant advertised him being there at 5:00pm, not after 6. Even our dessert was late. We ordered a brownie to share and it took 25 minutes after ordering. The excuse being it had been frozen and they'd forgotten to thaw them out. But during the 25 minute wait, not a peep until we asked WTF?
Oh yeah. NO balloons.
The worst thing any business can do is to set expectations, then not meet them.
In the case of Buckhead Pizza, it's a classic case of just that.
Brian Olson
Owner/Consultant
Conversation Starters Public Relations
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