John DiJulius | Customer Experience Blog


Permanent Brand Loyalty; Baseball owner tells fans to stay home; Back to school tradition

Major league baseball team owner tells unhappy fans to stay home – Service Aptitude starts at the top, and it is clear that Colorado Rockies owner Dick Monfort could use a seat at the summit. The team isn’t playing well, which typically results in fans venting their frustration. Shockingly, Monfort has chosen to respond to fans’ emails with responses like: “By the way you talk maybe Denver doesn’t deserve a franchise, maybe time for it to find a new home. Thanks.” And another that said, “If the experience is that bad, don’t come to the games.” As a result of the backlash from the fan base, Monfort was forced to issue a public apology.

 

A Widow gets a pleasant surprise from a server – Up until the husband passed away, a couple spent 31 wedding anniversaries together at the Red Lobster. After the husband’s passing, the widow’s daughter took her mother to the Red Lobster on their anniversary date.  Instead of a bill, they were surprised to receive this note from their server:

We are sorry to hear about your husband’s passing, but we appreciate your loyalty in spending 31 years of your anniversary with us. For your appreciation your meal is on us! We look forward to spending your next anniversary with us!

 

Sincerely,

 

Red Lobster + your server, Taylor

Read John’s full story on TheDiJuliusGroup.com.

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