Roy Williams, The Wizard of Ads, says that all the advertising in the world can't fix the problems inside a business.
"It's not my job", seems to be soup du jour. If that's the problem in your place of business, I suggest zappos.com. Check out the culture of Zappos. It's everybody's job to do whatever it takes to make the customer happy.
A $400 voucher of your next flight or no charge for the bad entree doesn't do anything to win customers or create positive word of mouth in today's digital age.
You want to win friends and influence people? No charge for dinner and the next time you come is on the house and your next flight is on the house and in first class, that is customer service.
Never ask someone to come back and pay money to try you again even if you are discounting their next experience. What do you think will get you more positive word of mouth? If I come back to take advantage of say a $400 voucher and the service sucks again?
The only way to right a bad experience is NO CHARGE the next time you dine or fly with us.
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