I’m a big fan of taking advantage of special offers and promotions, but recently a few bad experiences have left me thinking that I would prefer to pay full price and receive the high level of service that I expected, rather than the bad service that I got.
A year or so ago I was a little bit addicted to finding all the services I needed via Daily Deal type emails. That was until I booked a hair cut at a hairdresser who turned out to not exist, and took up a carpet cleaning offer that cost twice as much as the deal to actually get the area of carpets cleaned that needed cleaning.
Due to these experiences and the time I was spending contemplating which deals to take, I took drastic action and unsubscribed from all deal alerts.
However I am still a big fan of the Entertainment Book. It has a great mix of offers and helps me select new places to eat and drink… and then there was that afternoon I happily spent cross checking to find Melbourne restaurants that are in both the Entertainment Book and the Good Food Guide.
But I digress… back to the subject!
The Entertainment Book includes a Gold Card that can be used “to enjoy rewards” at selected “Fine and Contemporary Dining Restaurants”. My partner and I have used it twice now at restaurants that we had high hopes for, and both times we went home incredibly disappointed.
Disappointed because the food and drinks didn’t meet our expectations.
Disappointed because the service was bad. Bad to the point where I complained.
And then we were disappointed because no one was interested in responding to our complaints. There was narry an apology nor an offer of a free dessert to make us feel better.
Surely the point of the Entertainment Book is to let new customers experience what you have to offer and give them such a good experience that they will come back in the future. And if their experience isn’t good, wouldn’t it be better for business to listen to their feedback, appreciate it and use it constructively?
Granted this was only two bad experiences but we have only used the Gold Card twice. Maybe we’ll be third time lucky.
But I started wondering, was the service always bad? Or, have special deals and promotions so successfully filled seats in these restaurants that the service has declined and the management hasn’t noticed?
I’ve also heard that this is true for some service providers who’ve participated in daily deals. The deals were so successful that employees who previously had the time and energy to give thorough and professional service to their clients are now stressed and exhausted by having to service the extra through put.
So stressed and exhausted that they can’t provide the level of service needed to motivate the client to return for future visits. Which was the whole point of the promotion in the first place.
The points mentioned above are purely based on my personal experience so it could be that I am the special deals jinx, or maybe my bad experiences are just a co-incidence.
I thought I’d find out by writing this article.
Have your experiences with special deals and marketing promotions been good or bad? Please let me know in the comments below.
Note – I’m referring to Business to Consumer daily deal type offers, rather than Business to Business lead generation marketing type offers.