I’ve never understood the thinking behind those “under new management” banners that adorn certain types of businesses from time to time. I typically spot them at fast food restaurants, apartment complexes and auto repair shops. These are not businesses which rank high in customer service.
I wonder if the new management really believes that the banner will entice former customers to return and/or bring in new customers? And if so, why?
To me, an “under new management” banner is a mea culpa that folks are avoiding the establishment because of a sorry situation. I can think of no other reason for such a banner.
But if I were a former customer withholding my patronage after poor service, I’d not be inclined to return on the basis of a “new management” banner. How do I know the new management has addressed the problem(s)? If it was poor food, I’d have more confidence in a banner proclaiming “new cook.” But then, the new cook could be as nasty as the previous cook.
So why I should take the risk? If the situation has been turned around, then the word will get around thanks to folks more adventurous, and forgiving, than I am. Some folks say everyone deserves a second chance but I don’t believe anyone deserves a first chance. (That’s a whole different blog.) So if I give you a first chance, you better get it right because I see a second chance as a form of moral hazard.
I have a very long memory when a business (or person) gets on my wrong side. I don’t forgive and I never forget. It’s called holding folks accountable. There are a number of businesses (such as Delta Airlines) that I stopped doing business with forever on the basis of a single bad experience.
In Mafia movies, they often say “it’s not personal, it’s just business” before they kill someone. I never understood that; for me, it’s almost always personal. If someone’s trying to take advantage of me or treating me poorly, that’s not business…it’s personal.
This blog is not under new management…