Very recently I attended a Business Networking meeting which was being held in a room at a country pub.
The meeting was to start at 6pm. This is how you should not greet customers.
I travelled with two other members and we were the first to arrive at 5:45pm. The pub front door was unlocked and we entered.
Now at this point you would expect at least a warm greeting. The owner of the pub stepped forward and said, “We don’t open until 6 o’clock.” I replied, “We are here for the network meeting.” His reply “We still don’t open until 6 o’clock!”
At this point I offered to go back outside and his reply to that was “You’d better go through now you’re in.”
What a lovely way to greet your customers!
Here are some lessons for this pub owner.
If you don’t want people on your premises lock the door and clearly sign your opening times but just in case someone slips in still greet them properly.
This is how I would have handled it.
“Good evening gentlemen, welcome”
“We are here for the business meeting”
“Great, the room is at the back, please go through. I’m afraid the bar doesn’t open until 6pm but do come for a drink then”
Would you go back to the pub with the first or second approach.
Interestingly I heard after the meeting that this pub owner is going to get out of the business because it is not paying! I wonder why?
What are your experiences of good or bad customer service. Please leave your comments in the box below.
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