Communications
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Yikes! Everyone’s a Restaurant Reviewer!
Beware of self-proclaimed restaurant reviewers among your guests! No longer are guest complaints made just to a manager or guest relations administrator. Now, anyone with a PC and a bad dining experience can write their own negative review and post it online for all potential diners to read. What’s worse, these negative reviews can stay on various dining sites indefinitely! I’ve come across these reviews on several dining guide sites. After receiving terrible service at one of our restaurants, one guest wrote, “All the manager could say was ‘we have some things we need to work on, don’t we?’ I held my tongue but thought they could start by replacing him.” Of course she included the restaurant location in her post. This manager missed a perfect opportunity to make the experience right for that guest and get a thumbs up review. Instead, he was the subject of an embarrassing post to be read by an undetermined number of never-to-be guests. Always do whatever it takes to make it right for every guest! —Sarah Clark |