Deeds Must Match Words

Over the festive season I had a traumatic experience at an eaterie. It was compounded by the fact that I regularly use the place. And now I will not. And I’ve told countless people to avoid them since too. They have lost crate loads of cash as a result.

Cape Town’s tourist trap V&A Waterfront has a seafood place inside called Willoughbys. Even as we waited to be seated, the maitre d’ was regaling us with their ‘best food and most consistent’ in town line. Yet pretty soon the wheels fell off. Four of the five of us dining (outside of peak times too) had a nightmare. For instance, my starter came after everyone else’s mains, and one grilled fish main went cold because the accompanying salad failed to arrive anywhere like on time.

So, what was the response of the previously bullish meet-and-greeter? So pathetic it was verging on abusive. He even tried to avoid saying sorry, instead reeling off his list of excuses that they “normally say” after such occurrences. When people don’t have to work hard for their money, this kind of arrogance abounds. Empty words, unmatched by actions.

How difficult was it to, say, charge half for the fish fiasco or knock off ten percent all round? I’ve blogged on this kind of disaster before. What about vouchers to entice us back to try them out again another time?

It’s just not rocket science.

And we solution sellers can fall into a similar trap. How often have the wheels come loose on a key delivery? Would it really hurt to offer a future upgrade discount? Ensure some free delivery resource arrives pronto for another aspect? Or create your equivalent voucher idea?

Preparation is helpful for the unwelcome day these tactics are needed. Whatever you do, do not eat at Willoughbys.

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