Saturday, December 1, 2007

Rewarding Inertia:

Jeffery Phillips at Thinking Faster is mystified why businesses take the difficult path.

“What I can't figure out is why so many decisions are made from panic or desperation, or in the face of an emergency, rather than as a reasonable decision considering the risks and returns. Inertia plays a big part I suppose…Most businesses reward the avoidance of risk and any heroic effort, even if the heroic effort was caused by a lack of decision making. Few businesses reward a good decision that was made with the correct information on a timely basis, so there's really no incentive to make a good decision without additional pressure or an impending problem.”

Restaurants have a well earned reputation for being reactive instead of proactive. Creating customer advocacy is all about meeting the customer’s expectation and exceeding it. That process requires effort and planning. Is your restaurant Rewarding Inertia?