What’s Weighing You Down? (You’re Not Alone)

Customer Service: it’s the Achilles Heel of the business world. Important, but hard to get right with all its moving parts. In 2016, U.S. businesses lost $62 billion due to poor customer service, up $20 million from 2013, reports New Voice Media.  

Still, customer service likely hasn’t declined that much in three years, right?  

More likely customers are turning up the volume when talking about it—and posting about it in the form of reviews—and other people listen.

Word of mouth is coming home to roost big time. Nielsen says 92 percent of consumers rely on recommendations from friends more than advertising. 

Let’s deconstruct the poor customer service experience in the restaurant industry. It looks something like this:

Dirty kitchen/restaurant Employees who are rude, slow or inattentive Poorly executed food  Food served past its hold time, so it’s old and possibly cold And, most concerning, food served past its expiration date, which can make someone sick.

That…