Posts

Your Secret Treasure Trove of Customer Feedback

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Your restaurant runs on customer feedback, right? If the chips are too salty, the fish too dry, the service too slow, or the wine selection too expensive, your customers will call you over and tell you. Immediately. If you think I’m delusional and you think that your customers would never tell you anything truthful about your food or service… well, you’re just not looking in the right places. Today’s post talks about the three main places you can find great customer feedback, and what you should look at. Read more

Responding to Comments on Yelp? The Reviews are Mixed

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In the age of the smart phone, we’ve come to expect to be able to get a message out to anyone at any time – and perhaps even get an immediate response. Some would even say this principle of instant communication has begun to apply to reviews on Yelp.com; if a customer can post a review before he or she even pays the bill, some would even go as far as to argue that the owner (or another member of the bar or restaurant staff) could, in theory, just as easily read and reply to that review within the hour. If the situation is really that dire for business owners, of course, then running a restaurant just got a lot more difficult – unless owners and managers are willing to hire someone whose sole responsibility is to handle such matters – and, so, of course there are companies that offer exactly that service. Read more