If you are happy with the service and food, you ring the bell as you leave the restaurant but what if you are not happy, how would Pizza Hut know about it? Sure, there may be a customer feedback book kept at the POS station, you can ask for it, take a pen, think over, frame sentences and express your unhappiness.
While the expression of happiness is so simple (just ring the bell and get off), why isn't there an equally easier way to express unhappiness about service or food? Like a red push button, which you can press before you leave if you are unhappy.
By making the process simple Pizza Hut is at least getting the feedback in the first place, otherwise there may be customers just walking off swearing not to come-in again and Pizza Hut would be totally oblivious to it. My point is make the process of getting feedback as simple as possible especially when you are targeting mass consumers.
Don't you think the 'reason of knowing' - why a customer is happy or unhappy is equally important?
ReplyDeleteIf the owner acts on those grounds he/she may develop the business many folds.
Because only lights and sounds won't help the business/owner know the exact reason which made a consumer like or unlike the service/food.
And due to which one can only assume and think (if the bell does not ring) or smile (if the bell rings) on the gestures and not ACT for improvement.