Bill Oldfield

I was asked to do an interview on BBC Radio Tees the other day where we discussed the use of social media such as Twitter and Facebook as a means of complaining about the levels of customer service in restaurants and hotels. It seems there’s a growing tendency for people to use these outlets as a way of making sure that the places they’ve been are punished for perceived bad service.
I argued that, despite what some people might think, the thing that all restaurants and hotels want is to see their customers leave happy so that they’ll return again and again. There’s absolutely no point in spending effort and money in attracting a new customer to come to them only for that customer never to return if there’s a possibility they could. Not only is it a waste if they don’t return through ill feeling, it’s also likely that…

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