I stopped by the Port-of-Subs (POS) restaurant on Sharlands yesterday at 9:02 AM hoping to by one of their breakfast grillers. I ate one a week ago and thought it was a great value, so POS was in the right place at the right time yesterday when I was hungry.
Unfortunately, even though this store advertises opening at 9 am, the doors were still locked at 9:02 and as I stood peering into the restaurant I did not see any sign of life. I got back in my car and drove a half mile down the road to Subway to give their breakfast sandwich a try. I’d seen them advertise serving breakfast sandwiches but had never tried one.
If POS had simply done what they advertised they would do – open at 9 am – I would today still have no reason to ever eat breakfast at Subway. Because they were not open to serve me, I now know that Subway offers a similar quality product cheaper and faster. Oops.
If your business is in a competitive market segment, you simply must sweat the small stuff. By design, you need to intend to impress every single customer, every single time. Sure you will fail sometimes, but don’t lose because you got sloppy on a simple detail that was totally under your control – like hours of operation. When you do fail, make sure you have a system to learn how you failed and a system both to recover impressively and to fix the root cause of the failure.
Why help your competitors clean your clock? Wake up and spend your time retraining their customers that you are serious about earning the privilege to exceed their expectations.
What do you think? Please share your thoughts in the comment section below!