How to Build Your Dream Franchise
Thank happy customers.
Tankel deals with customer feedback in an unconventional way. For negative comments, Tankel says, "We say to customers, 'We will use this as a training example for our staff, and please come and join us again and we're sure your experience will be much better.'" But send in a glowing review, and Apple-Metro says "Thank you very much; we'd like you to come in for a free desert for taking the time to say something nice." Tankel's theory? "We want to build on the positive, not on the negative."