The Question is more important than the Answer

By | June 21, 2007

Today I met a very sharp restaurateur who is in Day 3 of his new Italian Restaurant on Belfast’s trendy Lisburn Rd. He buys his coffee from somebody else. We had a great chat about the challenges & pressures of opening a new business and I decided to try him out. The pizza was delicious, service excellent and overall experience perfect. Well done indeed to him and as I left he asked me how it was. I told him that I thought it was perfect and then came the simple but brilliant question – “What do you think we could do to make it better ?”

This reinforced with me that this was a business that cared and no matter how good I told him it was had a genuine desire to do it better. Fantastic. We should all be brave enough to ask our customers this question more often.

Hugo

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