Marketing Pop Culture

Being "Googley"

We could all take a few minutes to think about where we can apply these principles in our own businesses, and in our interactions with consumers, clients and customers.

So, is your business "Googley"?

Hat tip to Dave Armano for the heads-up.

Fumble at the Goal Line

My family and I went out to dinner last night. Nana serves pan-Asian fare, a mix of Japanese and Thai cooking. The waitress made some helpful suggestions and, in general, we liked the appetizers, even though we thought the meats could’ve been better seasoned. We liked the entrees even more: everything was tasty, from the pad thai we ordered for our son, to Bridgett’s crispy red snapper, to my soft shell crabs. Overall, a very enjoyable experience.

Until the bill came.

No, it wasn’t the price. With drinks, appetizers, entrees and dessert, and including tax and tip, it was just over $90. As I present my credit card, the waitress tells me, “Oh, we don’t take cards. It’s cash only.”

What?

As I understand it, restaurants go cash-only because they don’t want to pay the fees that are required in order to take payments via Visa, Mastercard, Amex, et al.

But, if you’re in a service business, who’s this policy really serving? If I’m spending over $40 at a restaurant, I tend to want to pay with a card. I’d be surprised if I’m in the minority on this.

Net-net is that it’s easier for the restaurant to be a cash business. It certainly makes the owners’ lives easier when it comes to taxes and declaring income. But what about me, the consumer?

In the end, between the two of us, we had the cash and even had enough to leave a respectable tip.

But, I’m going to think twice about taking the family—or any large party, for that matter—again because I’ll have to make sure I’m carrying enough cash. There are a ton of restaurants along here along Fifth Avenue in Brooklyn. In addition to a crowded field, Nana is starting with a handicap because of its cash-only policy. When it comes to choosing a restaurant, convenience is a factor.

I certainly hope the cash-only policy is removed. It’d be a shame to have to forgo a decent restaurant, all because the owners think it’s more important to make their own lives easier.

Tags: customer service