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Does the payoff justify the risk?

Today my waiter read my order back to me, item by item. This is a good thing. Getting the order right is how you have happy customers and great service.

I’m always annoyed by the waiters who try to memorize your order. Are we supposed to be impressed? Let’s do a risk analysis:

  1. Best: A clever gimmick that gets a little attention.
  2. Middle: Makes the customer nervous while they wait to see if you’re going to bring the right food.
  3. Worst: You screw up the order, you ruin the entire meal, lose the tip, and probably lose the customer.

Is it worth it for a gimmick?

What risks does your company take that aren’t worth it, even if they work?

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Comments

  1. Assaf September 17, 2010 at 4:36 pm #

    I love when companies do something like this. Amazon has done it, but I was really impressed when Apple did. After I bought the iPhone 4 and purchased the case, they reimbursed me the full amount without having to do anything. Very nice…I told a lot of people about that.

  2. Thomas Lundqvist September 21, 2010 at 11:21 am #

    And further more it pays off for the waiters. Some studies show an increase of 70 % in tip if you “confirm communicate” with the customer.

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