Quinte, On. real estate agent: How well do we respond to criticism?

How well do we respond to criticism?

Are we prepared to make the necessary changes?
In a rather stunning admission last month, Dominos Pizza announced that they were well aware that they have been selling an inferior product for years. I personally haven't ordered Dominos for years because I have a variety of other options when it comes to pizza, and just about every other option pleased me more. I was rather amused to watch this video and see people refer to their pizza crust as cardboard, a term I had used myself. Whether prompted by lagging sales or a simple blow to their pizza making pride, they have responded to the criticism in a positive way by shaking things up. Is this a publicity stunt or a genuine attempt to win customers back (perhaps both, after all, the two are not mutually exclusive)? It still leaves a rather bad taste in my mouth knowing that they knowingly treated their customers in such a cavalier fashion for so many yeras. Should it have gone as far as this? If we were faced with a similar situation, making enough money to get by without doing all we can to serve our clientelle, how would we be acting? Would we simply continue on until we were forced into a corner by dropping sales, or would we make the changes because we want to be as good as we can be?
Comment balloon 11 commentsMalcolm Johnston • January 24 2010 12:12PM

Comments

Malcolm, I think it's too little too late.

Posted by Linda Greco Rich, ABR, SRES, Harford County Specialist (Exit Preferred Realty) over 8 years ago

Malcolm- I switched to Papa John's a long time ago when they dropped the 30 min guarantee.

 

Posted by Ellie McIntire, Luxury service in Howard County & Catonsville (Ellicott City Clarksville Howard County Maryland Real Estate) over 8 years ago

Linda Greco Baltimore and Harford County Real Estate (Integrity Realty Group, LLC) Linda, the folks at Dominos will be very sad to hear you say that :(

Ellie McIntire Real Estate in Howard County Maryland (The McIntire Team of Long & Foster) I have never had Papa John's Ellie, but as fortune would have it, they are opening one up right here in the middle of nowhere my hometown as we speak.

Posted by Malcolm Johnston, Trenton Real Estate (Century 21 Lanthorn Real Estate LTD., Trenton, Ontario) over 8 years ago

Dominos is taking a chance, but if they didn't take some huge chance and make their product and service better they knew they were gone.  Adapting and listening are two great things for a business to do.  I take that to heart. Listen and respond and adapt when necessary. 

 

On the other hand I have seen some talk on the Social Media wave saying they will never call Domino's again.  Truth is you don't want to let your customers down, it will take a lot, I mean A LOT to get them back.  Better spending your time keeping them.  Let's wait and see how this all plays out.

Posted by Larry Lawfer, "I listen for a living." It's all about you. (YourStories Realty Group) over 8 years ago

Malcolm, that's a great example of how a company can take its customers for granted for far too long.

Posted by Sean Bergin (Remax Trent Valley) over 8 years ago

Larry Lawfer (EXIT Realty Metro Dallas) I think you're right Larry, Dominos has backed themselves into a corner where they do need to take a huge risk. It will be very interesting to see how this scenario unfolds. Normally the American public is very forgiving, let's see if those holds true in this case. We take our pizza very seriously.

Sean Bergin (Remax Trent Valley) Hello Sean, it's nice to see a fellow Trent Valley agent on here. Hopefully we won't take our clients for granted (or if you plan on doing that, pass along my phone number first).

Posted by Malcolm Johnston, Trenton Real Estate (Century 21 Lanthorn Real Estate LTD., Trenton, Ontario) over 8 years ago

Malcolm,  I think the expectation of  customers have risen in so many sectors of the business world. This is just an example of an area where it caught up with them.  Customers want excellence in value and service.

Steve

Posted by Steve, Joel & Steve A. Chain (Chain Real Estate Investments & Mortgage, Steve & Joel Chain) over 8 years ago

Chain Real Estate Investments & Mortgage, Steve & Joel Chain  Absolutely Steve, there are so many options for consumers that are readily available, we all have to pull up our socks. Dominos glided by on their reputation for too long.

Posted by Malcolm Johnston, Trenton Real Estate (Century 21 Lanthorn Real Estate LTD., Trenton, Ontario) over 8 years ago

The best businesses usually respond well to the demands of their clients!

Posted by Bill Gassett, Metrowest Massachusetts Real Estate (RE/MAX Executive Realty) over 8 years ago

Bill Gassett Metrowest Massachusetts Real Estate (RE/MAX Executive Realty) As usual, you are right Bill, client is king.

Posted by Malcolm Johnston, Trenton Real Estate (Century 21 Lanthorn Real Estate LTD., Trenton, Ontario) over 8 years ago

Getting the client's feedback is crucial, acting on it is mandatory if you want to stay at the top.  Great post, Malcolm.

Posted by Ron Marshall, Birdhouse Builder Extraordinaire (Marshall Enterprises) about 6 years ago

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