Tacos and Customer Retention
I came back from work the other day and could not have been more pumped to get a Torta sandwich at one of my favorite restaurants near me. I placed my order and listened to the sizzling of the grill as my food was being prepared.
Except the unthinkable happened, they ran out of Torta bread and couldn’t make me another!! The HORROR!
What happened next was incredible. The man behind the counter apologized to me and suggested some other things on the menu that I might enjoy. He described the great corn tortilla quesadillas that he thought were better than the Tortas. He went out of his way to make sure I got meat and veggies in there and added some guacamole to the order for kicks. All because he had accepted my order, but was unable to fill it exactly the way I wanted.
As I was leaving, I felt a warm feeling of having gotten a good deal, but more importantly felt extremely pleased with the experience. I thought to myself, “Wow I don’t think I’ve ever been to a place that great. I wish more places would behave like that. I’m definitely going back there.”
It’s pretty crazy to think about what happened. The taco stand turned a negative situation into a positive outcome that basically helped secure me as a more frequent customer.