Consumers hold grudges, someone treated them badly, someone was rude to them or the food wasn’t that good.
It’s unreasonable but who said consumers are rational? And why shouldn’t they be a bit unreasonable with their hard earned money and attention.
That’s why firms need to ask forgiveness, ‘under new management’ signs signal that things have changed, maybe time for a revisit.
Surveying, asking people who didn’t buy, why didn’t you? And just listening (rather than defending) any issues they had. This helps the grudges disappear and the last bad experience replaced with a great experience, one that they will have no grudges about.
This is the mark of a great company if you can identify and overcome consumer grudges.