Customer service above and beyond expectations!
Mavericks Hangar Bar & Grill
If you want an example of the WOW Factor in action and how a new local business owner turned a negative social media review into an onslaught of new customers this post is for you.
First a little back story. Mavericks is a little beach bar & grill located in Satellite Beach, FL. It recently changed ownership and the new owners had an uphill battle from the beginning. The previous owners had made a few decisions that pissed off a lot of the regular customers and generated negative feelings about the business in the community. A lot to overcome right out of the gate.
On top of that someone posted a negative review on social media about not honoring the previous owners gift cards. It was an honest review, and it was for $100 so I can understand the frustration. At the time the management was not sure how to proceed with the old gift cards
The very next day the following post was on Mavericks Facebook page:.
“Dear Valued Customer,
As the new owner of Mavericks Hangar Bar and Grill, I apologize for any inconvenience you may have experienced. The previous business, Mavericks 321, used an old point-of-sale (POS) system called Toast. We now use Clover under our new business name, LLC, and DBA.
Our General Manager, Ivy, contacted the old POS provider, Toast, and spent several hours gaining access to the system. We successfully retrieved the information for all old gift cards, including their numbers and remaining balances. The total amount left on all cumulative cards is $1,174.25 for all gift cards.
We are pleased to inform you that all old Mavericks 321 patrons can use their remaining gift card balances at our new establishment until November 1, 2024. Additionally, I will donate $1,174.25 to a Veterans nonprofit organization of our choice.
Thank you for your understanding and continued support.
Sincerely,
Owner, Mavericks Hangar Bar and Grill”
Re-posted with permission
The positive response on Facebook from this one post was amazing! Responses like: “Looking forward to patronizing this establishment!” and “You really took the high road on this one…Best wishes on your new restaurant. Can’t wait to try it!” were common.
And true to their word the next day the owners showed up at V.F.W. Post #4643 in Satellite Beach and presented them with a check.
Talk about turning a negative into a positive and awesome customer service, it doesn't get any better than this folks!
Kudos to the owners and management of Mavericks, looks like you’ve won the community over by one simple act of kindness and doing the right thing.
Best of luck to you!
