Looking for different places to eat, I ate at IHOP twice last week. The first time they were out of what I really wanted (Chicken fried steak and eggs) then it took 45 minutes to get my meal. In addition my drink went empty, we saw the waitress twice and the food was cold. The second time I went with Joddey and Mike from the HTG3 group. Food was on time but we had to ask for refills and it was clear that the waiter was working too many tables.
So I will not be returning for probably another 6 months to see if they get new management or fix the issues. It proves that you can have good food but bad help and a person will not return. I think the same can be had with the IT industry. You can sell the best products in the world, however if you deliver it late, in a poor manner or over promise and under deliver customers will go elsewhere. One thing that the food industry does not have to worry about is the Internet is not going to change your business much. People are not going to order their food from Ebay. (I may be surprised)
I am not a huge McDonalds fan, however you can go pretty much anywhere in the world and get the same experience. This keeps people coming back. In addition they own the kid market. As a parent, I understand the power this has.
1 comment:
Steve..
Service doesn't exist in today's world!
I had a chat with a client today about service and us as managers or owners know what it takes however we often can not get that same desire to please from our employees. Your example of IHOP is perfect for what is happening in today's world.
We all want great service, however we struggle to give it ourself.
Stuart Crawford
Calgary, AB
http://www.stuartcrawford.com
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