I recently went to the Clearwater Buffalo Wild Wings for dinner and Gators hoops.
I had a meal that did not live up to expectations so I went on the customer relations website to comment on the specifics that made my experience less than what I expected it to be. No big deal, I though it would fall in some corporate hole.
Well fall into a hole it did not, as Yoda might say.
I just got a visit from the store manager with an apology, a $10 gift certificate and a Gators souvenir. Needless to say, I am pleasantly shocked and was almost apologetic to Ron, the manager who came out.
I really understand why the stock has almost quarupled in the past four years. They understand their market, they take care of customers, and really have the customer feedback loop down to a science.
I'm not generally a cheerleader for any company and don't usually comment on when someone does what I pay them to do (just read my reviews on Trip Advisor... I'm probably a bit of a curmedgeon!). But this was just so unusual I felt I had to comment.
Business may be "bad' for some companies, and restaurants, but the ones who go all out are probably prospering, like BWLD.