Someone gave my business a bad online review....What to do? - Page 2

The Awful House.  

http://www.youtube.com/watch?v=qz1cfwFmv1w

Quote:

Originally Posted by Uncle Erik 





We will not speak badly of Waffle House in this forum.

I could really go for some grits and a waffle this morning.

I really like the Waffle House chain, I have been to several on road trips in different states, it is an unpretentious cheap joint and I have never had a duff meal at any of them, sure it is not haute cuisine but for a quick brekkie it is okay and you don't get serving staff  with an "I am better than this attitude" , I'd rather go there than Friendlys where the last time we stopped at one and asked if they had something for vegetarians (10 years ago) they just laughed at us !

To the OP, however, I would seriously not comment on the customer wanting to see pictures of food, the last thing you want to do is publicly belitte customers, even if they are unhappy or even stupid.

If I saw a reply to a customer review that implied that the customer was a dick I would never go to that restaurant !

Interesting that not one reply suggested that you pick up your game.

Quote:

Originally Posted by Jajo 

 

The customer told the server that she did not enjoy the meal; the server then told my brother (who was in charge).  My brother did nothing about it such as taking it off the bill, which is never really a problem. 

 

Well, something that would have cost us almost nothing to take off a bill, has ended up costing us with these negative online reviews.  

 

Quote:

Originally Posted by ford2 

 

 

Interesting that not one reply suggested that you pick up your game.

This. Clearly the problem should've been properly dealt with while the customer was still at the restaurant, not after wards due to the discovery of a bad review. I still suggest you sincerely apologize and try to make the customer happy, perhaps IF they come and eat at your restaurant (not take-away) and have a pleasurable experience you might earn yourself a permanent customer.

If you decide to reply, do not be defensive, be short, and grateful and apologetic.  Worse than one bad review, is a restaurant that looks like it punishes people who leave bad reviews, or rewards people who leave good reviews.  That makes you look dishonest, and it invalidates all the other good reviews.  People understand that some reviewers are crazy. 

I have a review page for my wedding photography business and I got a less than totally positive review.  And I don't have many reviews because most brides are too busy after the wedding.  But this one bride gave me 2.5/5 stars for things like "value" and "quality of work" and "responsiveness".  Thing is, her wedding is featured on my website as one of my best weddings, and she hired me through a company and got an incredible deal, paying about 1/3 of what I charge on my own.  And the company deals with all the customer service, so there wasn't even a chance for me to be responsive.  Furthermore, her father was so pleased with my presence at the wedding, he personally gave me a very large tip.  So those ratings were just absurd.

I was baffled by it, especially since her comments underneath were very positive.  I think she just didn't want to give full stars- the "it could be better no matter what" attitude.  I just ignored it.  Nothing much to do about it really.  I think people understand that she was just picky.  Hopefully...

I'll mirror what a few others by saying, in the end, the customer is always right. Your brother dropped the ball. In a way, you earned that negative review. You have to take your lumps. Also, as was said, apologize and offer a comp with the promise of a better future experience. The subsequent positive review doesn't invalidate the non positive review. Both have equal weight. Don't be fooled, if even two people are discouraged about going to your eatery, you've lost. We all make mistakes and the next time you or your brother will learn to become more proactive and less reactive. 

Just realize that there are people that need to complain about the sky being blue.   I take Yelp reviews with a grain of salt now.  Some people just cant be pleased no matter what you do. Though if concerns are  echoed several times, then I might get a little suspicious.

Pictures in the menu???GTFOOH lady.  Those are for tourists who can't read english. 

Just stop whining for the sake of sparing others from your "horrific" experience and get a life outside of your iphone and laptop.