How A Restaurant Messed Up My Order and Won My Loyalty
A marketing lesson in turning an error into an opportunity
Hong Kong is a city that for its size probably has the highest density of Michelin Star restaurants. There are 70 in the latest Michelin guide of 2020. To stay competitive in such a dining Mecca, it’s not easy being a restaurant owner.
Every small street in most residential areas has a series of restaurants, each vying for the attention of the residents and the huge market for both dine-in and takeaway food. With the international population of Hong Kong, owing to its prized status as the financial center of Asia, the cuisines, the variety, the ambience, and most importantly the taste of the food, have to all be spot on to attract a critical mass of customers.
However, with such a wide range of restaurants to choose from, you could go out every weekend, and still not repeat a spot for a whole year or more. So, how then do you create repeat clientele?
The answer is in going the extra mile — to create a truly memorable customer experience.
This is exactly what Chris, the owner of the restaurant, Big Dill, did — twice! And it didn’t take some crazy cost on his part or some ridiculously…
