On Saturday, I was convinced to stop by a fast food place that had a special deal. Fair disclosure requires me to say that I stop by fast food places about 10 times a week. What was different about this stop was the way they pulled their deal off the table.
I can live with a company getting overwhelmed by a deal or running out of an offer and making adjustments. The jury is still out on the long term effects of this oops as I wait for my KFC coupon. What I find amazing was that the other place pulled the Saturday deal and offered no alternatives. That makes me question your integrity. Once I am not sure that I can trust what you say, how can your advertising be anything but a waste of time and money. It's like that Lucy & Charlie Brown thing with the football.
When one of the little Unsorted Thinkers calls you out, you know that your organization has done wrong.
This leads me to the following simple suggestions from my customer service days.
- If there is a special deal, make sure the staff know about it and how to process it in your POS system.
- If you run into a problem, e.g. run out of the special--identify an alternative
- Share the alternative with the staff...along with how to process it in the POS system.
It's really not that tricky.
Soon, we will touch on another CSI that came up at the same franchise (different shop.) It almost made my my jaw hit the floor because it was just that unbelievable. I will make an adjustment to some of my fast food patterns now that I know...I just cannot trust some places.
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