Even a kick in the ass is still a step forward

Posted by barblog on Feb 11, 2010 in Bar Management, Bar Service, bar owner | 0 comments

The rational business owner, when asked if he would like more complaints in his business, would probably say NO quite definitely. And we can all understand that. Who wants to hear that there is something wrong with their business? Especially considering all of the blood, sweat and tears we have poured into our labors of love.

But the irrational business owner WANTS to get complaints. They have toughened their skin, swallowed their pride, put themselves firmly in front of the customer with one sentence: “Tell me, did we please you today?”

And it’s the irrational business owner that succeeds, because for every bit of feedback he gets back, he tweaks a little and he makes a 1% improvement every day. That makes his business more than 300% better each year and that is the business owner that rides out any recession.

I’m the first to admit that I spent a long time (at least three years) afraid of what people might say if I asked them, but you know what? As soon as I did, little changes took place and little problems were addressed and business started to grow, slowly but surely. Not overnight and there was no magic formula, but inch by inch, foot by foot I moved ahead.

Marriott Hotels in the UK have just advertised for 60 voluntary inspectors to stay in their hotels, rate them independently and give feedback. These will be regular guests from the demographic they serve and you can be they will get a lot of constructive feedback. If they act on it, they’ll be the better for it.

I admire their interest in getting this feedback however it bruises the corporate egos initially but sometimes a kick in the rear is good, because remember, a kick in the rear is still a step forward.

If you want the tools to help you establish your systems and get that vital feedback, you’ll find a huge selection available for instant download at ManageYourBar.com