一場意外 - 兔

By Anonymous
at 2014-07-02T20:11
at 2014-07-02T20:11
Table of Contents
我以一個「從未去過兔窩但曾有意願要去」的板友身份回一下
我既不是店家人員,也不是粉絲,對兔窩也沒什麼負面觀感
對這次事件完全是從兔板跟臉書瞭解的
作為一個一般消費者與愛兔人
我想我的觀感某種程度上可以提供有心改進的店家一點參考
事情發生經過初次被po上網的時候
看文的大家心情都是震驚且遺憾的
事故在沒有人樂見的情況下就這麼迅速發生了
這件事故在兔奴們心中的嚴重程度應該是數一數二的──重傷致死
原本活蹦亂跳的寶貝承受極度痛苦離世,真的會教人難以接受
發生這麼嚴重的意外,照常理來說會把肇事責任分成很多細項
就跟審交通意外時的比例原則有點像
而飼主、踩到兔子的人跟店家,則都有改進的空間
現在討論大多著重在店家的部份
一方面因為店面是個不少人都會去的公開場所,作法可受公評
再者如此嚴重的事故發生,很難不讓不清楚店家運作的兔奴受驚
畢竟誰會希望開心的出門,傷心欲絕的回家呢?
因此很多兔奴會希望店家提出些降低風險的改進方法
這不僅是兔奴在保護自己的寶貝的安全
也是給店家一個機會去證明他們的用心
看到沒這是一個雙贏的作法啊!
大多數板友都是基於愛兔而非找店家麻煩的立場
來提出希望店家給出具體改進方式
我想大多數店家都是很在意顧客的反應的
不然也不會一堆餐廳都附有用餐評鑑的回條
而哪些地方要改進,該如何改進
這些都不是店家或旁人能夠去質問顧客的事情
為什麼?
如果你到一家餐廳用餐,餐廳很不錯,但有一些感覺不ok的地方
你把它填在用餐評鑑上,期待下次來的時候他們會改進這些缺點
結果來了幾個老闆的朋友
態度不甚親切的拿著紙頭一項一項問你到底覺得哪裡不好、哪裡又應該怎樣改
就算他們是真想改進好了,但你難道不會覺得wtf?
顧客的責任就在於反映意見
至於這些意見值不值得採納,採納之後要如何調整
基本上都是店家的事情
像板友提出的限制流量意見
店家就有權駁回,因為可能有經營成本上的考慮
坦白說店家根本沒必要也沒有責任去跟顧客交代這些
但不管怎麼做成果都會反映在來客率上
做什麼生意都必得要面對這種取捨
(雖說我認為這次的事件根本無關客群的取捨)
很多人都提出店家真的很用心經營
那裡真的是個能夠放鬆的好地方、店長很愛兔子等等
但這跟板友提出可以改進的意見,並不牴觸吧?
與其說發生這次遺憾的意外會影響到店家的支持率
不如說店家後續回應跟粉絲的護航才影響更大
誠實的說,這場風波蔓延這麼久
一些過激的言論或一味護航,把有意見的人都打成不愛兔子
才是引起板友反彈的很大原因
一家店是不是好店、值不值得繼續支持
身為消費者的人有能力自行判斷
說一點個人觀感
店家的回應姍姍來遲,讓朋友跟粉絲去當打手當坦
給人的觀感不是很好
我看過一些網友分享兔窩的照片跟記事
也覺得那是一個溫馨的地方
只是這次店家採取的回應與作法,真的有不OK之處
明明可以在紛爭發生時介入
安撫粉絲並趕緊承諾會做出調整來讓大家安心
也許還可以請網友們提出一點意見做參考來轉變風向
還能表現出自己的謙虛
這麼一舉數得的事不做我真的不明白為什麼啊_(:3」∠)_
接納反對意見並不會讓網友把過錯都歸在店家身上
反而會給予肯定,覺得你們很有GUTS,又度量很大
至於一些說出不爽不要來、你們懂什麼等等觀感的網友
你們知不知道你們在斷絕店家的生路啊...?
講這些話對招攬新顧客完全沒有幫助,甚至還幫倒忙
有心為店家好不如大家一起想想接下來的改革方案
增加凝聚力又有建設性
雖說店主不是為營利目的而開設兔窩
但有些事情還是用做生意的角度來思考過比較好..
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