Consider the typical scenario in this infographics story.
A server is having a bad day and delivers poor service to a customer, and unfortunately you never even hear about it. As a result, that customer no longer considers your restaurant when dining out.
(Click for a short video overview)
If that customer typically spends $25 a week at your restaurant, you would lose $1,300 a year in revenue. Imagine if 5 customers had bad experiences that day, it could lead to a loss of $6,500 a year. All these losses could happen in just one day. This damage may happen without you even knowing about the bad customer experiences.
These losses get amplified when the unhappy customer tells friends not to visit your restaurant or posts negative online reviews. This is how good restaurants can go out of business.
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