Always Be Unreasonable
As many of you know, I'm obsessed with Facebook restaurant review groups. They are a unique view into the perspectives, philosophies, cultures, and values of customers and business owners alike.
A while back, I saw a gem of a post by someone who reported finding a foreign object in their take-out entree. Upon contacting the business to report the incident, a representative at the restaurant, without even offering an apology, told them they would need to drive back to the restaurant and personally return the tainted order if they wanted a refund. The customer, already inconvenienced by discovering a hazardous object in their meal, was further inconvenienced by being instructed to waste more of their evening by driving back to the restaurant. This customer declined and instead decided to torch this restaurant on the Facebook group. Many people defended the restaurant in this situation, citing the risk of potential fraudsters (i.e. people trying to get free food) as the reason the restaurant requires a physical return. Commenters even somehow defended the restaurant's lack of apology or remorse.
Yesterday, I saw another gem of a post, but of a different variety. After eating half of her meal, the customer requested a to-go container for the remainder. Then, she accidentally dropped all the contents on the floor as she boxed her own meal; it was admittedly 100% the customer's fault. The restaurant employees quickly swooped in to clean up the mess and told her the kitchen was already re-making her a new sandwich. The customer assured the server that wasn't necessary (you know, because it was 100% her fault), but the server insisted.
That was an unreasonable act by the restaurant. An unreasonable act of hospitality. This customer was so blown away by the gesture that she quickly shared this story on the Facebook group. Just 16 hours later, her post had been shared five times, liked 1,100+ times, and commented on 66 times. The comments were overwhelmingly positive. Some people cited their own stories of unreasonable hospitality from this same restaurant, while many others voiced their newfound desire to dine there for the first time.
In the first example, the restaurant prioritized profit first and the customer last. Eventually, they will lose.
In the second example, the restaurant prioritized the customer first and profit last. This is why they will win. Ironic, I know!
Did the restaurant end the night with lower margins because of this act? Absolutely! That's a mathematical fact. However, the goodwill they built from their unreasonable hospitality holds much more value in the broader scheme of things than the potential profit they lost. Further, that customer walked away with a powerful story that was quickly converted into word-of-mouth marketing, which will inevitably result in more business.
Regardless of your vocation or industry, whether an employee or an owner, unreasonable hospitality is always the right approach. Generosity always wins. I hope you find some opportunities to practice that today!
Oh yeah, one more thing. The restaurant from the second story is called The Angry Goldfish. I've never been there, but I will soon after hearing about their generosity and practice of unreasonable hospitality. Maybe you should check them out, too.
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