When You Have Brand Recognition You Must Work Twice As Hard For Customer Loyalty

After it was published I am sure Thomas Keller–famous chef–and thousands of others read a scathing review of Per Se, a well-known fine dining restaurant based in NYC–written by New York Times writer Pete Wells called “At Thomas Keller’s Per Se, Slips and Stumbles,” from January 12, 2016.

This embarrassing restaurant review torching one of the most famous chefs of our time teaches us two things:

1. Just because you are well-known doesn’t mean you shouldn’t hustle. If you are famous, or your brand is famous, you are held to even higher standards than other restaurants. You must work intensely to maintain the quality of the brand. If you market your brand as high-end and you charge a premium price, then you better be able to meet the stiff requirements that your customers will have for you. Your name will not carry the experience. The experience–regardless of your name–must carry the experience. Read more…

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