Investing Money on Getting Feedback
I just received an e-mail from a food service client who asked about the value of investing in feedback generating strategies,
I’m not sure if it’s worth the monthly spend for us as we aren’t getting many reviews.
Here is my response,
I am not sure what is happening on the ground there in terms of marketing and management so I can only give you my perspective. I do know that people are using reviews and ratings as the ultimate guide when deciding on food – be it dine-in or take-out. If you’re not getting feedback then you won’t be getting reviews. If you’re not getting reviews something is desperately wrong!
In any business there needs to be an all-out, all-hands-on-deck, attitude about getting feedback. The process works and will grow the business but only when there is a top-down (creating a bottom-up) belief that feedback is the lifeblood of the business.
Customer Centric and Feedback Driven
There are two kinds of businesses:
One’s that think they know what the consumer wants. They push and push thinking their customers will one day ‘get it’. In the end they fail. Sadly most businesses fall into this category.
The second kind of business is Customer Centric and Feedback Driven. In other words they ask customers what they want and then become brilliant at giving it to them. It’s a very simple model that works.
Ask! Ask! Ask!
Give! Give! Give!
It all starts with feedback.
You are right on when you say, “I’m not sure if it’s worth the monthly spend for us as we aren’t getting many reviews.” It’s not worth spending money on staff, rent, marketing or anything for that matter. Because if no one is giving you feedback that means no one cares – your customers don’t care and neither do your staff or management.
Reviews are one big acid test for any business. No Reviews is one big red flag that the business is dying or is already dead and doesn’t know it.
I know I’m being very blunt here but it’s reality check time.