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.

 

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