Why Changing Customer Attitude is Important for Changing Customer Behavior for Your Particular Industry

There is nothing quite more apparent when it comes to changing your customers attitude in order to effectuate change when it comes to their behavior within the service industry. We’ll take, for example, my interaction with a particular guest that I had at my restaurant today. Now, the goal of marketing is to facilitate a perceived mutually beneficial exchange relationship. There are three guests at my table, and unfortunately for one of my guests, they received a filet mignon that was overcooked. Due to the noise delivering the message on the end of my guest, I was not able to relay that message correctly to the kitchen and, in turn, they gave him a product that was not perceived as mutually beneficial. See, this filet would have cost him sixty-five dollars, but it would have not been a fair exchange if I had not sent it back to the kitchen to be redone and for him to receive a brand new filet. Why? Because I’m attempting to build a relationship with my guest that will hopefully be reciprocated in the form of monetary value. However, by the time he received his food, his party had almost finished all of their food, making him very upset. At this point, I have no choice but to comp (complimentary) the entire filet mignon so as to “recover” the guest. For the restaurant and the company as a whole, it is more important to make sure that the customer leaves the restaurant with a positive attitude than to have them pay and leave with a bad experience. Hillstone, the company I work for, does not run any ads online, only through positive word-of-mouth and positive reviews are they able to count on high sales. These guests left the restaurant happy and, hopefully, they will return to Hillstone with fondness because, even though I dropped the ball due to a lack of effective communication, I was dedicated to giving a beneficial exchange and providing the best possible experience for my guest.