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Why Saying No To Customers Can Be Fantastic For Business

June 30, 2011 by Brendon Sinclair

I was having dinner on Thursday night with some clients at the best restaurant in Queensland (that’s as rated on Trip Advisor reviews).

The inside of the restaurant was packed and it had that warm sound of people chatting, laughter with a bit of background music.

The outside of the restaurant had some tables set up.

Allure on Currumbin for elegant casual dining

The Owner Kept Turning Guests Away

Time and again I saw Cheryl, the owner/manager of the restaurant, turn people away who’d arrived without reservations.

She would have turned away about 30 away in the end.

That didn’t make a lot of sense to me – after all, they had the tables – so I asked her about it.

Her answer was a very clear reason why she has the best restaurant in Queensland.

“Well, our 2 most experienced staff couldn’t work tonight.  So I have 2 new waitresses working.

The team we have working is giving wonderful service to our guests at the moment.  But if I take in more guests now, we’ll be stretched and the service quality will slip.

We’re not prepared to compromise on the quality our guests receive just so we make more money,” said Cheryl

And that, very simply, is why Cheryl’s restaurant is a raging success.

An uncompromising commitment to quality in everything they do.

The Lesson Is Clear

The lesson for any business is clear.  Don’t take on new customers unless you can delight them.

Marketing has changed – your marketing is now sometimes done by your customers.

Give them your best, so they can do their best for you.

Cheers
brendon-signature

Filed Under: Public Relations, Reputation Management

About Brendon Sinclair

Brendon is the Founder and CEO of Tailored Media. He is one of those rare creatures who can not only tell you how to do it, he’s done it himself, with a vast array of experience across a broad range of areas from marketing public companies, national brands, large retail operations and much more.

He can be found on Twitter, Google+ and Facebook.

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