Or risk losing customers.

Throughout university, I worked at TGI Fridays to make some cash. I loved it. In the early 2000’s TGI’s was a Telegraph top 50 employer. The money was great, the training was the best, and the parties were off the scale – and it’s where I met Sarah.

One of the things that they drummed into me whilst I was there was the importance of finding your ‘fine’. You see, in a restaurant setting, ‘fine’ is the devil. If a server asks me how my meal is and I respond ‘fine’, as opposed to great, brilliant, delicious, amazing, or any other adjective that means ‘it’s lush’ then there’s a hidden issue that I don’t want to talk about.

What fine actually means is – it’s poor, below standard, cold or under seasoned – but I can’t be arsed to complain. We’re brits after all!

Fine is underwhelming.

Fine means, I’m not going to come back and I’m not going to tell my mates.

Fine means no tip 🙁

If we want to succeed in business, we need to be continually striving to take our clients on a journey up the ladder of loyalty towards Raving FANS but you’ll never do that if you don’t sniff out the silent saboteurs and find a way to improve their experience.

My questions this week are:

Could your customers return more frequently or tell more people?
Have you got a system in place to find the ‘fine’?
How can you improve their experience?

Onwards and upwards my friend

X P