Can I Have Onion Rings With That?

By David Tonen • July 10th, 2009

Earlier this week, we were eating dinner out.  Nice thing to do when you are on vacation.  My wife Shelly had a craving for onion rings so she asked if she could substitute fries for rings with her order.

The server said, “I am sorry but we are not allowed to sub fries for rings“.

We looked puzzled…”we’ll pay extra if we have to“.

“No, we are not allowed” she said.

“But you do have onion rings in the combo appetizer, correct“?

“Yes, but we are not allowed to sub them for fries even if you are willing to pay extra“.

Does this make sense?  In today’s customer driven world of customization, what is going on here?  I am not even sure I can explain it but it serves for a good point with small businesses.

Your customers want choice and they want customization.

When you have the ability…please customize do it and do not let “rules” get in the way.  It is not good for business.

What do you think?  Agree or disagree?

Image from Flickr: Adam Kuban

Comments(4) Customer Service, Management, Small Business
  • http://triunedesigns.com Leo Wurschmidt

    Great point. We cannot let rules always get in the way of customer-service-based flexibility.

    Hey, at least you guys did not get tearied eyed from the onions. :)

  • http://triunedesigns.com Leo Wurschmidt

    Great point. We cannot let rules always get in the way of customer-service-based flexibility.

    Hey, at least you guys did not get tearied eyed from the onions. :)

  • http://navigateyourmarketing.com/ David

    Thanks Leo, no tears on this vacation!

    It’s “the rules” that cause the problem most of the time. Rules are necessary in some instances but they need to be assessed. Sometimes the problem is in the training too. I am sure if the owner of the restaurant were standing there he/she would have made the exception for the extra charge. Oftentimes employees are not given the power to use common sense to make adjustments that can create a better customer experience.

  • http://navigateyourmarketing.com/ David

    Thanks Leo, no tears on this vacation!

    It’s “the rules” that cause the problem most of the time. Rules are necessary in some instances but they need to be assessed. Sometimes the problem is in the training too. I am sure if the owner of the restaurant were standing there he/she would have made the exception for the extra charge. Oftentimes employees are not given the power to use common sense to make adjustments that can create a better customer experience.

« | Home | »

  • Get My Articles Sent To You for Free!

    Add to Reader

    Subscribe to receive my marketing articles via an
    RSS Reader


    Subscribe to Navigate Your Marketing by Email

  • Follow David on Twitter

  • Articles This Month:

    July 2009
    S M T W T F S
    « Jun   Aug »
     1234
    567891011
    12131415161718
    19202122232425
    262728293031  

  • Articles in Past Months

  • Blog Categories

  • Communities:

    Alltop, all the cool kids (and me)