One of my first jobs was waiting tables. Working in the fast-paced restaurant industry made me realize quickly the importance of good customer service. In fact, I distinctly remember a sign hanging in the restaurant kitchen that read: "A satisfied customer tells five people—a dissatisfied customer tells 20." Back in those days, people would leave the restaurant, and I'd never hear what they said about my service and/or the restaurant. In this social media age, it's a whole different ballgame.
More Power to the Consumer
Social media has granted a great deal more power to the consumer to be publicly vocal about his or her experience. But you, as a business owner, also have the more power and can monitor, track and address the things being said about you. Whether you choose to seize that opportunity is up to you, but regardless, people are voicing and will continue to voice their online opinions about your business.
