Chapter 3

If nobody complains, is everyone happy?

Khách không phàn nàn, có nghĩa là họ hài lòng?

The chapter's question

Why did people who stopped visiting my restaurant stop?

Big idea

Customers leave silently; they rarely complain before they disappear.

In this chapter

  1. Part 3.1

    Asking on the Way Out

    What do I ask a customer before they walk out the door?

  2. Part 3.2

    Reviews as Data

    What do my last thirty reviews mention most?

  3. Part 3.3

    Inconsistency Kills

    How much does the same dish vary between two visits?

  4. Part 3.4

    Recovering on the Spot

    When a meal goes wrong, what may my staff do without asking anyone?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Third Visit is free to read right here.

Read in Conan School

Chapters of The Third Visit

  1. 1.If I don't count return visits, is marketing working?
  2. 2.First visit: am I selling food, or a reason?
  3. 3.If nobody complains, is everyone happy?
  4. 4.Do loyalty cards create regulars, or just reward them?
  5. 5.Do regulars pay for food, or for being remembered?