Your “Brand” is What People Say It Is

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.

Why?

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.

6 replies
  1. Mitch Gallant
    Mitch Gallant says:

    Great post and one of the first real good instances of how SM has impacted a business in Regina. I can’t imagine going there anytime soon. The service I had there last time was OK at best, that’s totally reinforced by what I’ve read today.

    On the brighter side, can you imagine the opportunity the RoofTop has now to kiss some ass and right their wrong? In my eyes this is a HUGE opportunity for them to take 30 disgruntled patrons and turn them into raving fans simply by apologizing, inviting you back for a closed dinner, on the house, arranging for a few limo busses to take you wherever afterwards and keeping you full of beers.

  2. Lise Merle
    Lise Merle says:

    Any restaurant/bar/lounge/gathering spot that calls itself “RoofTop” when the roof in question is directly above a one story building in downtown Regina that overlooks a parking lot should go down.

    Hard.

    And sorry you had a crappy time there.

    But seriously. RoofTop?

  3. Riley
    Riley says:

    Last time I went to the Roof Top was in the fall of 2010 and my bugger and friend’s steak were bad. I don’t think I will go back; I have nothing good to say about that place.

    Riley,

  4. Jeph Maystruck
    Jeph Maystruck says:

    Great point Mitch, look at the opportunity they have, wow. The beauty of monitoring your brand online to ensure stuff like this doesn’t slip by.

    Haha thank Lise, as always I love your assessment of the situation.

    Riley, you wouldn’t believe how many stories I’ve heard reflecting a similar experience. Amazing how one bad story leads to more and more.

    Thanks a lot for reading guys.

    Cheers.

  5. pelorojo13
    pelorojo13 says:

    I work beside the Rooftop. If you saw the “workers” outside smoking that handle your food, trust me, you would never go. It is a hang out for doctors that like to show their Mercedes off – they are always in our loading zone the next morning. Hope they don’t have surgery and have slept off the hangover.

Trackbacks & Pingbacks

  1. […] This post was mentioned on Twitter by Jeph Maystruck, Jeph Maystruck. Jeph Maystruck said: Your “Brand” is What People Say It Is – a lesson in customer service http://tinyurl.com/4b9gskw […]

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply

Your email address will not be published. Required fields are marked *