The managers will not act as apologists for staff failures, but will instead accept responsibility for the deviation. The manager will outline the situation as he or she understands it and the different steps that have been taken to remedy the situation. If a direct remedy is required for the customer, then the customer shall receive a direct remedy from the company.
While such a policy may be costly to implement, the casual dining segment of the restaurant business is subject to intense competition. Any misstep on the part of the company is likely to result in a lost customer unless significant outreach is taken. Any customer who complains is somebody who wishes to do future business with us and is looking for a reason to justify that future business. We shall take that to heart and use their complaint as an opportunity to create a local customer who gives us his or her business in the future (Andreassen, 1999).
Works Cited:
Hall, B. (2001). A new approach to measuring advertising effectiveness. Howard, Merrell and Partners. Retrieved May 27, 2010 from http://answerstream.com/media/New%20Approach.pdf
All Business.com. (2010). Metrics for measuring ad campaign effectiveness. AllBusiness.com. Retrieved May 27, 2010 from http://www.allbusiness.com/marketing/advertising/1415-1.html
Michman, R., Mazze, E. & Greco, a. (2003). Lifestyle marketing: Reaching the new American consumer. Westport, CT: Praeger Publishing.
Andreassen, T. (1999). What drives customer loyalty with complaint resolution? Journal of Service Research. Vol. 1 (4) 324-332.
Sample Source(s) Used
Works Cited:
Hall, B. (2001). A new approach to measuring advertising effectiveness. Howard, Merrell and Partners. Retrieved May 27, 2010 from http://answerstream.com/media/New%20Approach.pdf
All Business.com. (2010). Metrics for measuring ad campaign effectiveness. AllBusiness.com. Retrieved May 27, 2010 from http://www.allbusiness.com/marketing/advertising/1415-1.html
Michman, R., Mazze, E. & Greco, a. (2003). Lifestyle marketing: Reaching the new American consumer. Westport, CT: Praeger Publishing.
Andreassen, T. (1999). What drives customer loyalty with complaint resolution? Journal of Service Research. Vol. 1 (4) 324-332.
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