Is public “brand shaming” ever a good idea? Maybe not, although I came across a story yesterday that may yet prove otherwise. A deli owner in Texas shut down his store after hearing numerous complaints about customer service. Employees are going to be trained in service, food prep, and cleaning, and the store will reopen after the “attitude adjustment” (according to the billboard outside).
It reminded me of when Dominos poked fun at themselves for what was apparently bad-tasting pizza, and (very publicly) made a turnaround.
There are some very positive benefits that may come from this kind of drastic brand turnaround.
Clearly, this sort of thing isn’t going to work for everyone; however, if your guests seemed to have negative feedback in a specific area of your operations, would you consider it?