In 1986, I spoke at the Nightclub and Bar Convention in Las Vegas. One of the highlights, for me, was sitting in on a session by Ray Ford, a Management Consultant, and former Entertainment Director for Bobby McGee’s Conglomeration, a Phoenix-based restaurant and discotheque.
I had interviewed with Ray, way-back-when, and always kicked myself for not going to work for him. I think he’s brilliant.
In his seminar, geared toward nightclub business operations, he made a particularly simple statement that has stayed with me, a quarter-of-a-century later.
“If it’s broken or needs repair, particularly if the customer can see it, or is affected by it… fix it immediately.”
~ Ray Ford
This is much like the Disney principle of dealing with litter. The more quickly they pick up trash, the better their facilities look, and the less likely that another guest will be thoughtless and discard a wrapper, carelessly.
Einsteins’s or Starbucks: Every morning, I make a decision
It’s my daily ritual of coffee, bagel (or egg white, turkey bacon sandwich) and newspaper. Plus my morning computer check-in.
My choice is emphasized by the fact that these two locations are joined-at-the-hip. You walk up to their exterior patio and either bear right, into Einstein’s or left, into Starbucks. Today, I arrived a little bit early, and it was still dark out. I peered into Einstein’s and there were countless dead lightbulbs, waiting to be replaced. I looked left, and there was a Starbuck’s barista, changing out 2-3 burned-out bulbs.
I shouldn’t have to figure where I’m going to sit, based on which light bulbs are burned out and which are not. Winner: Starbucks!
If your business has a retail space or public space (ballroom, for example), this example is pretty simple.
Even if you have virtual customer experience, the technical operation of a website is just as critical. Prospects don’t just use websites to screen you in; they use them to screen you out.
“Maintenance isn’t sexy, but it’s incredibly important in the grand scheme of things.”
~ Andy Ebon
Wedding Marketing Expert
The Wedding Marketing Blog