Reactions - The New Marketing?

Your family is the most precious thing to you

Tell your partner you've organised a weekend away from the pub -and look at their reaction              
Make them breakfast in bed when it's not expected-and look at their reaction
Come on children were off to the seaside -and look at their reaction

Your customer's are the most important part of the business

Smile at the next fifty people you come in contact with-and look at their reaction
Start connecting more and shaking hands-and look at their reaction
Give more " the coffees on the house"-and look at their reaction

Your Staff are the next most important thing

Put an arm round the shoulder of an employee and say "well done"and look at their reaction
Ask an employee their point of view more-and look at their reaction
Hey team weve done so well this year were all going away on a short break to the sun-and look at their reaction

Now go and look in the mirror- and look at your reaction    

Feeling better now, its the new marketing!!!

                                                  The Pub Specialist
                                           www.ThePubSpecialist.co.uk        

Complaints -How much are they really costing you?

I was prompted to write this piece on receiving diabolical customer service from a large computer company Acer ,two new computers go down within three months both being keyboard faults.

Do these large companies not see the inconvenience factor to the customer?
1.Transfer all files and download browsers to new computer
2.When the computer was changed at the retail store within 21 days another set of transfers
3.When i complained about the second computer issue at the retail store , sorry sir you will have to go direct to Acer
4.Acer response was  "We can deal with your issue sir , you have a warranty for a year, with know how our repair contractor..contact them direct".
5 Know How's response ."Sorry sir it will have to come in for repair and will take 7-10 days".

So what am i going to do in the meantime?
It frustrated me that know one could make an instant decision, and say "this is an unfortunate set of circumstances we are terribly sorry about this, go back to the store immediately and we will upgrade you free of charge.

Will i use Acer again NEVER!! , so how many people around the world have felt the same as me and at what cost to their brand.?

We don't see invisible,but if a customer came into your premises with a basket of money on their head with £2,000 inside and sticker saying "What i might spend with you in the next 12 months if you service me correctly, would your attitude change to complaints?.

Similar to, if every person was allowed to take £10.00 out of your till for poor service , presentation etc.
So its' absolutely key that you train your staff to deal with complaints in a fast and efficient manner.
We don't follow customers out the door and watch and listen to who they are talking to, but what we forget is the knock on effect.

Maybe if we calculated that complaints or poor service was 200 incidents per year and cost us £40.00 per incident[not coming back] that's £8,000. per year, but wait!! because its invisible we forget the bad referrals [who they tell] so multiply that by a factor of ten... £80,000.00. and that's a game changer.
                                So get your complaint strategy in place FAST!!
                                                       Lester Pyatt
                                                       07931 238211
                                             www.ThePubSpecialist.co.uk

The over flow of average

By nature human beings are cautious and risk averse, 90% of us are survivors getting paid a weekly wage to pay our bills and feed the kids.

This creates a society of average which is criminal, who ever thought of the adage “you only live once” was right.

If we all stood on the edge of risk and went for it, sure some people would not achieve their goal but at least they would have tried.

And by the law of probability we would have created a new breed of achievers and leaders.

So what can you start today ?,

It might change your life?

Because we need more risk in the leisure/ pub sector right now, and let’s be honest, average is just boring.

So stop following and start leading.

                                                      Lester Pyatt

                                                 The Pub Specialist 

                                                    07931 238211