When Owners Respond to Reviews: Wholesome Edition
We read a lot of reviews here at Review Party Dot Com. And a lot of the reviews we read center on crazy people saying crazy things. We are looking for comedy after all.
But a lot of the time, reviews are full of details, facts, experiences that help us fellow consumers make a decision. Sometimes, though, SOMETIMES a business owner will take any negative review as an offense, and will lash back out. When Owner’s Attack. It’s a thing. It’s usually funny.
This week it’s nice.
What you see above is just a snippet, but let me now paste the whole post:
A few months back, we received a 3-star review… our guest loved the food and music but complained that her server was “rude.” We have absolutely no tolerance for rudeness in our culture, period. So, during my conversation with the server, I discovered that she was going through some pretty serious personal issues and was seeking professional help. Yes, she admitted she was not on her game and was, in retrospect, rude. We mutually agreed that we would take a sabbatical and talk about our future together when she was able to sort out her challenges. I worked with her every day and was unaware of what was going on in her life. You think that I would have known something, but I didn’t see the signs.
This morning, I woke up to a 4-star review…. Our guest loved the food, music and the energy but claimed that her server “was having a bad night.” First, let me say loud and clear that I am grateful for every review and feedback that we receive. This is how we grow. Secondly, I will agree with our guest that her server was having a bad night. You see, she just discovered that a family member only had days to live. Given the opportunity to take the night off, as a single mom she knew that she must work to feed her family. She felt that she had no choice but to gut through the evening distracted by this horrible news. Our guest knew none of this, but correctly sensed that something wasn’t right.
Our staff is critically aware that we strive for a 5-star review with every guest. They know that Cheryl and I will visit tables, poll our guests on the way in and out and we discuss all reviews that we receive with our staff.
The next time you visit us, you will see my cell number (337-501-4977) posted on the bottom of the menus. If you feel that something is preventing you from responding with a 5-star review and is affecting your experience with us at Café Sydnie Mae, please call or text me in real time while you are with us. I promise that I will remedy any issue immediately. The number one thing that we have learned along the way is that we can’t do this without you.
Love Y’all
David and Cheryl
All I can say is that THIS is what I expect when I think of Southern hospitality. This restaurant is Cafe Sydnie Mae in Breaux Bridge, LA. They seem like good people, and even if this is an old post, we want there to be more good out there online.
That’s all!
