It is refreshing to see that both sides of the story are being aired on our reader review platform. With more restaurateurs and managers responding to online complaints, are we perhaps seeing a shift in the balance of power?
A few weeks ago Ed, the owner of Knife Restaurant, wrote an open letter to a customer who complained about his evening on 2 separate review sites. The letter got loads of comments. Mostly in favour of Ed speaking out and letting the customer know that to not bring up a complaint on the night in question, in the restaurant, with the manager present was perhaps not the fairest way of dealing with the issue.
Stefan Marais, executive chef at Societi Bistro, has responded directly to a complaint on his restaurant’s lisitng, explaing in detail how the menu is thought out and how the dishes are prepared.
Reading as many reviews as I do each day, I think this kind of response should be applauded and is a good example to restaurant owners, managers and chefs on how to respond to negative feedback.
It also illustrates the importance of the internet and in particular social media to restaurants nowadays. If you know how to use the social networks properly and interact with the online community then it will most certainly be to the advantage of your business.
Tell us what you think in the comments below.