Restaurant Raves and Rants

I know we haven't done a lately- but..there is something in the works. We have been working with the State as well as the County Health Dept on an issue that we are seeing more and more. We hope to share that information with you soon!

We are in process of asking questions in some of our groups that can help streamline our tips. If you haven't joined yet, make sure you do!

Do you remember back in June when we posted the tip about not deleting bad reviews and how to handle them on social media? Well, let's touch back on that subject. What about when they reach out to you privately, how should you respond?

-RESPOND to them to ensure they know you received their rave/complaint. Acknowledge ALL of their issues. If you just touch on the first point or a single point in their email. That devalues their attempt to communicate.
-APOLOGIZE for their experience. An "I'm Sorry" sometimes will fix enough for them to give you another chance. DO NOT share excuses. You don't want to hear them from your kids or employees, your customers do not want to hear them from you either.
-ASK them to give you another try. Up to you if you're willing to comp a meal or not. Depends on the severity of what they said was wrong.
-FIX the problems if there are any...you're getting feedback to HELP. If it's a particular server, make sure you share the concerns with them. Ask their side of the story. It may be an opportunity for retraining. What is really happening when you are not there?
-THANK them for giving you another chance if you see them or hear they came in. Going that extra mile shows how much you value their business. That will set you apart from any competition.

The key is this....bad reviews should be seen as an opportunity, not a failure. It's up to you as the owner or manager to grasp that opportunity and see it to it's full potential.