Word of mouth marketing is great as long as you are always creating moments of magic.
What happens when you create a moment of misery?
First, never disagree with a guest's perception of an experience that was less than perfect.
Second, do whatever it takes to turn that moment of misery into a moment of magic.
These guests usually become your biggest superfans.
But don't take our word for it; read the book.
Amaze Every Customer Every Time by Shep Hyken