We went to the Rooftop Bar and Grill for our friends engagement party. It was a delightful evening, but service was below average and people didn’t seem happy about their food (I didn’t order anything so I shouldn’t comment). Then they ruined what ever they had going for any type of a good perception of them we had in our minds.
They did last call at 10:00, basically kicking us out.
A Saturday night at an established restaurant, an engagement party, 25-35 year olds, buying drinks at a pretty regular rate, we weren’t being loud, we weren’t causing a ruckus, it didn’t add up.
Advertising and marketing can only do so much, customer service must be a major strategic focus for organizations, our World is far to connected for you to have a bad night, your “brand” travels fast.
I don’t think anyone that was there that night will go back, but more importantly to note, it makes a good story the next time someone mentions “The Rooftop”. They just created a negative semantic marker in our minds.
Your “brand” is what people say it is.