Restaurant Owner Rant….
Title: “Guest happy someplace else list….”
As the owner of a restaurant with only 9 tables; every online review can be matched to the appropriate guest. We routinely monitor reviews that guest post online and use constructive feedback to improve our operation.
For guests who are unrealistic and/or unreasonable, we usually read the review, rant about it and move on....as further "therapy," we have also decided to rant on our blog about the ongoing saga of the life of a small business owner....particularly a small restaurant.
It appears no substantiation is required for guests to comment online. Recently found a review online and knew the guests had not dined at our restaurant by the details included in the review. Contacted the online source and was informed that the review did not violate any of their policies. I guess one of their policies was not that the guests had to actually use the services to wrtie a review!
At least in this situation, the guest writing the review actually dined at our establishment.
It appears no substantiation is required for guests to comment online. Recently found a review online and knew the guests had not dined at our restaurant by the details included in the review. Contacted the online source and was informed that the review did not violate any of their policies. I guess one of their policies was not that the guests had to actually use the services to wrtie a review!
At least in this situation, the guest writing the review actually dined at our establishment.
Rant #1
Table 4.
Two guests.
Female made the reservation.
Guests are a couple who appear to be on a date. Man ordered the salmon and cleaned his plate. Woman ordered pork loin and completely finished one slice of the two served . As is our policy, server checked to make sure everything was good after giving them time to taste their entrees. As is our policy, server asked again at the end of their meal "if everything was delicious?” Guest stated “she did not enjoy the pork.” Her exact word "enjoy." Server asked if she would like something else instead. Guest stated “no.” Server asked if she would like a dessert (implying on us). Guest stated “no.”
Server communicated all this to me because she knew I would normally comp their meal. Server didn’t think I should and stated that the guest came in with “an attitude” and nothing was going to please her. We both immediately thought.....”this will be the lead review online this week.” Tip was $2 on a $55 tab. It was the lead review and here it is….
"I dined here on ….extremely disappointed. Placed my bets on ……since it appeared in the top 5 best restaurant lists on the internet. Grounds are pretty, but inside ……restaurant is dismally lacking. Room was crowded and conspicuous instead of cozy and intimate. Server was nice but couldn't compensate for tight quarters, blah decor and substandard meal.
OWNER COMMENT…..Guest states server was nice and faults crowding (there are only 9 tables in 1,000 sq. ft.) substandard meal (freshly prepared by a catering team) and blah décor (historic venue since the 40’s) and then tips $2 on a $55 tab.
OWNER QUESTION: WHEN WAS THE LAST TIME ANY CREDIBLE GUEST TIPPED $2 FOR SERVICE IN A NICE RESTAURANT WHEN THE SERVICE WAS GOOD AND THE FOOD WAS “SUBSTANDARD?” I ASK THIS QUESTION BECAUSE I ALWAYS TIP THE SERVER APPROPRIATELY AND JUST NEVER RETURN TO THE ESTABLISHMENT.
“Read online the food was good- could not have been farther from the truth. Ate Pork Tenderloin ($18 bucks a pop) and could barely stomach a few bites-lacked flavor, riddled with fat, unsightly and honestly gross. “Sides with meal and (Salmon) fared no better.
OWNER COMMENT….We ask each guest at several times throughout the experience how everything is….at the beginning of the meal if the guests would have stated they did not enjoy we would have handled and never charged for the meal and would have offered a different entree at no charge.
“Hugely, disappointed with ambiance and food. Save money-go elsewhere!!
OWNER COMMENT: NO ONE IS PERFECT ALL THE TIME…..SO WE ALWAYS HEAVILY WEIGH FOOD AND SERVICE REVIEWS. AMBIANCE ON THE OTHER HAND IS ON OUR SIDE AND IS UNBELIEVABLE. ANY GUESTS STATING AMBIENCE IS NOT UP TO PAR NEEDS TO TAKE A LESSON IN ENJOYING LIFE. OUR RESTAURANT IS HISTORIC AND VERY UNIQUE. WE ONLY WANT TO MAKE PEOPLE HAPPY, NOT MAKE UNHAPPY PEOPLE MORE UNHAPPY!
THANKS TO THIS GUEST’S EXPERIENCE, WE HAVE STARTED COMPILING A “GUEST HAPPIER SOMEWHERE ELSE LIST” AND SHE IS ON IT…….
Just to let you know we are credible….here is another review for the same evening.
“The service, Food, ambiance were awesome. This is the 2nd time in 2 weeks that we have been there.”
