Reframing a F*ckup and the Lost Opportunity

As we are going through the second lockdown in Greece, we have fewer opportunities available to entertain ourselves while at home. Although we are not much into delivery, we thought we could introduce dinner delivery as a new family ritual to entertain ourselves, while also supporting F&B businesses through these challenging times. Therefore, once a week we order from a different restaurant and enjoy our meal from various cuisines.

Last Saturday it was burger’s turn and we ordered our dishes from a relatively new but highly rated burger restaurant. Two from us chose the classic beef patty, whereas the rest two preferred chicken burger. To cut the long story short, the two family members that preferred chicken burger got food poisoned…

I thought I had to inform the restaurant next morning, so as they withdraw any “suspicious” chicken product that caused the food poisoning. The woman who picked up the phone said she was sorry and then we hang up. I am confident my tone of voice came out calm and in no way aggressive and I had no purpose whatsoever to claim anything from them. My sole intention was to inform them so that no one would experience what my family had gone through.

In many businesses relationships matter, and I sense restaurants are no exception to this. After the call, I felt the communication was not complete. I would have expected a second call (possibly from the owner / manager) having three main pillars:

• Apologize and express empathy for the incident (a good trait of emotional intelligence) “Hello I am the owner of the burger house. I was informed that you had an incidence last night after consuming a burger from us. We are very sorry! I hope you are feeling better now.”
• Ask for more details and inform us on their actions for food safety and the quality of their ingredients “This is a unique incident for us. We follow HACCP and source our products from X supplier who offers superb quality. We are always looking into such incidences, so as to avoid them in the future”
• Keep the relationship alive and make the Customer feel unique. “I know I cannot make things up, however let me refund you the cost of the meal / offer you a free meal next time”

F*ckups happen. They will always happen and that is understandable. Silence does not make up. It is sincere and open communication that builds bridges and restores Customer Trust.  

Do you have a superb or a negative incidence of customer care to share? How did it affect your customer behavior?

For more stories for things or practices I enjoy in the market take a look in my blog.