Thursday, February 7, 2008

Advocate’s Spin:

Jackie Huba’s post at The Church of the Customer Blog provides insight on how to deal with a customer advocate who has a spin on your restaurant that you are not quite sure about.

“If the customer's information is technically correct but incomplete, or uses her own words and not yours, get over it. A word-smithing scold is old.”

Creating customer advocacy involves a sense of participation and ownership by the customer. Correcting someone over a word-smithing faux pas is a horrible return on investment. Allow the advocate to put their own spin on things. You may find that it helps to evolve the concept.