Restaurant “X”

Here’s another quick & current story: Over the past few weeks we’ve had numerous calls and complaints about a restaurant implementing a “two drink minimum” in order for our cardholders to receive the advertised “two for one entree” offer – I’ll call them “Restaurant X”.

When customers object to this spontaneous and unfair change, Restaurant X has been informing them that Axxess made a mistake when designing the advertisement and somehow left out this detail.

An Honest & Brilliant Sign

I doubt anyone would call this "false advertising"

These customers feel duped and will probably never go back. Would you? We all know bad word of mouth spreads faster than good, as an unhappy customer will probably share their negative experience with at least 6 other people.

What is Restaurant X thinking? This little rule they’ve implemented will give them about $3.50 in additional revenue per check but it will lose them hundreds of immeasurable future dollars. To me, this is a perfect example of the famous quote: “Penny wise pound foolish”.

Like Cafe Y that I talked about recently, Restaurant X has been happily a part of Axxess for several years. We bring them new customers every day and have helped grow their business – so why the sudden change? Restaurant X is being elusive when we call to discuss the situation so we’re at a loss.

The worst part is that Restaurant X is publicly blaming Axxess for a misprint. But I assure you that’s not the case since all our advertisers approve their final ad in writing before it goes to print. We cover our butts to avoid situations like this! So the fault does not lie with Axxess and it’s unfair for Restaurant X to tell people such.

Anyway, I’m still hopeful that we’ll connect with Restaurant X and turn this situation around. It’s not the first time this has happened with a restaurant and probably won’t be the last. In this business this stuff just happens and the good news is that I now have to go there for happy hour to try to talk with the owner. So maybe I’ll see you there!

And the next story I share will be a positive one, I promise. But by all means if you have a comment, send it my way!

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