Complaint = Fan Or Fury?

When a friend's hot chips were missed on a take away order from Nando's recently they delivered them with a complimentary drink to her house without complaint.

On my way through a drive through today at another take away restaurant and tried to reconfirm my order and point out a potential error at the ordering spot I had "WHAT IS IT?" bellowed at me down the line.

Two different reactions, two different results.

My friend not only still loves Nandos, but her friends whose house she was staying at who were, at the time, Nandos virgins are now converts having eaten there numerous times since then.

A great return in exchange for a great piece of customer service.

How do you handle a customer complaint or query? Does it generate fans or raise hackles?

By Kirsty Dunphey with No comments