Feedback is Gold
How I became a repeat customer at a cafe in Perth, Australia.
I ordered a muffin burger from a cafe in Australia. After a 30-minute wait, I grabbed the bag and went to the park.
Meh, it wasn't tasty.
Now, most Malaysians would have just shrugged their shoulders and gone on their day. I normally would too. But I had to pass the cafe on my way back to the car, so I decided to drop a feedback.
"Hey, thanks for the muffin. But it was a little too salty."
"Say what? Oh, I'm sorry, mate. It was too salty, yeah?" said a guy at the register.
"Yeah."
"Hey, let me make you a new one."
"Oh no no no, don't worry about it..."
I continue insisting, and the guy ended up making me a Mont Blanc (I later learned that this was a coffee drink originating from Melbourne).
A few days later, I was in the area, and I decided to drop by the cafe again for food.
By being receptive to feedback, the cafe won a repeat customer.
Drive sales from customer feedback & reviews
Businesses treat feedback as:
- Reputation management
- Damage control
- And "reply later" type of admin work
In reality, the moment of feedback is a buying moment. The customer is emotionally engaged. When they leave a feedback, they're not done with you.
Most brands waste this moment.
If you don't want to waste these moments in your business, our free live build session tomorrow, 24th Jan, shows you how to build an AI agent that replies to customer feedback and reviews.
Click to join the live session for free (We start at 10AM)