Posted by Nick Meinertzhagen - 25 February, 2019
The Restaurant Manager wanted to give us free meals even though the service was excellent and food was great.
Why do that?..
This weekend my wife was in Cardiff with my two daughters aged 5 and 7 and they visited Wagamama. My girls were starving and love Wagamama’s. They ate every last noodle on their plates.
At the end of the meal, the Manager came over and was complementary of my girls and how well they ate it all up. He got down to their level and said ‘as you two are my perfect customers I would like you to have your meal for free today’ My wife politely declined the kind offer, but he insisted and said it would be his pleasure and then invited my girls to his till so they could press the buttons to take their meals cost off their bill. He then also made up a goody bag for Wagamama things.
Would you want your staff making discretionary decisions like this that cost you money? Well you should...
Lost immediate profit to wagammma = c£10. Additional revenue in next few years to Wagamama = £100’s++ (from us going more, recommending them more and us being real advocates of the restaurant and writing articles like this)
Add value, energise & empower your staff - It’s all about the customer experience...