All restaurateurs know the importance of what goes into a customer’s mouth; but what can have even more influence on the restaurant’s reputation and ultimately the bottom line; is what comes out. And I don’t mean from an upset stomach; but from “word of mouth”. A customer’s word of mouth comments carry even more weight today, due to the popularity of social networks and blogs, instant messaging, and the birth of the fanatical foodie.

Word of Mouth

So what influences a customer’s word of mouth? It all depends of expectations. In Australia there are no Michelin star restaurants; so we must rely on the SMH Good Food Guide awards to know; which restaurants are at the top of the foodie chain. Sydneys’ 3 hat restaurants are: Bilson’s, est, Marque, Pier, Quay and Tetsuya’s. So it must be all gastronomically downhill from these dizzy heights of gluttony. But then this makes it so much easier for casual dining restaurants like Chedi Thai, with no hats or awards but so many regulars.

All hoteliers know that 5 star guests are hard to please; as expectations when the bar is high are difficult to appease. But when your restaurant is located in Newtown customers do not expect more than average. This is the secret to success and where service, food and ambiance can all work together to produce a memorable experience and positive word of mouth.

But occasionally we get customers who for what ever reason can not be pleased. They want to ruin your business because their meal was slow in delivery or their dietary needs where confused with their lack of knowledge about a certain type of cuisine. One bad customer can spoil the broth.

Fortunately, we have some extremely positive reviews and many regular customers who bring their friends and tell their colleagues. So it can work both ways. But word of mouth is important and is a combination of many factors; which make a positive dining experience. Crucial factors such as first impressions, service, ambiance, quality and presentation of food, and finally lasting impressions; all culminate to make a customer a regular and a promoter of your business.

All customers want to be remembered, thanked and appreciated. So you better make your good bye as gracious as your welcome. I like to offer a customer a small gesture of appreciation for dining at Chedi with a complimentary liqueur, dessert or coffee. It doesn’t cost much to make someone feel special.

A good friend of mine once said “if you can’t say something good about someone; then don’t say anything”; but then he is an exception.

Word of Mouth Visualized shows that bad comments have a far greater multiplier than good comments. Just like the old saying “bad news travels fast” and that was before the spread of twitter. In hospitality, when a mistake is made it is crucial to ensure the customer feels that they have been treated and compensated fairly. It might be a complimentary drink, meal or discount. As it is much better for the customer to leave satisfied with their dining experience than unhappy.

So in conclusion: to all those fantastic customers, who appreciate our dining experience: we salute you and hope you tell all your friends about Chedi Thai.

Enjoy Chedi Thai

Posted: Saturday, June 19th, 2010 @ 1:15 am
Categories: Uncategorized.
Tags: best thai restaurant Newtown, chedi, chedi restaurant, SMH hatted restaurants, Sydney Thai, thai newtown, word of mouth, word of mouth Newtown, word of mouth Thai.
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