Positive customer experiences are essential to the bottom lines of retailers and restaurants. But things don’t always go the way that restaurant staff and management would like them to. And it’s the negative or unusual experiences that often grab the attention of news organizations and social media users.
In the latest edition of our Taking Stock series, we examine how even a single incident can cause irreparable harm to the brand of a retail or restaurant business. And we detail the steps that organizations should consider to be ready for a potential incident at one of their locations, including:
- Training employees to avoid arbitrary actions and to de-escalate conflicts when possible.
- Developing teams to gather facts and respond to incidents appropriately, including speaking with the media and others.
- Looking to improve by learning lessons from every event.