- Dec 8, 2008
Two days ago, someone had a negative experience at my restaurant. The same night, that person posted her experience on Urbanspoon and Insiderpages as well as sending an e-mail that is posted on our website. Each entry was the same. She complained of bad service and a bad meal. By the way, I do check review sites from time to time to see what people are saying when they are outside of the restaurant.
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.
I have made a rough e-mail to send back to her apologizing for the bad experience, and a gift card on the house. But, she has stated in the review that she "will never be back." The damage has seemed to be already done, so not sure what I should do from here. I would love for her to retract her review, but realize that's unlikely. At this point, I feel like just ignoring would be most beneficial.
Some more info for you.... The server heard that same person say "We should have went to (a chain restaurant), at least they have pictures in their menus." The same server also spoke with another one of his tables and they stated that they seemed to have a problem from the time they walked in.
Well, any ideas on what I should do? I always like to remain professional, so replying to her through the review sites is something I don't think is reasonable. I'm not about to get into a pissing contest with someone, it could only make us look worse.