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Started By
Message
Review Websites - Over-vigilant owner/manager responses
Posted on 5/12/14 at 2:44 pm
Posted on 5/12/14 at 2:44 pm
Anyone else find this at least slightly offputting.
Seems to apply mostly on hotel review sites but I see it on restaurant sites as well, if not quite as often, which is why I figure this is probably the best place to ask.
While I suppose I understand the notion of wanting to address negative stuff head on, sometimes when you're looking at something like Tripadvisor, and you see a hotel manager responding to literally EVERY negative comment with some sort of spin, it just strikes me as a bit much, and at some point becomes counterproductive as far as how I perceive the place.
I understand you can't please everybody, all the time, and I feel like I have a pretty good idea of how to sort out the good from the bad in such sites. I think sometimes some of these managers/owners need to take a step back and realize they can go overboard on this stuff.
Seems to apply mostly on hotel review sites but I see it on restaurant sites as well, if not quite as often, which is why I figure this is probably the best place to ask.
While I suppose I understand the notion of wanting to address negative stuff head on, sometimes when you're looking at something like Tripadvisor, and you see a hotel manager responding to literally EVERY negative comment with some sort of spin, it just strikes me as a bit much, and at some point becomes counterproductive as far as how I perceive the place.
I understand you can't please everybody, all the time, and I feel like I have a pretty good idea of how to sort out the good from the bad in such sites. I think sometimes some of these managers/owners need to take a step back and realize they can go overboard on this stuff.
3
Posted on 5/12/14 at 2:51 pm to Y.A. Tittle
quote:
I understand you can't please everybody, all the time, and I feel like I have a pretty good idea of how to sort out the good from the bad in such sites. I think sometimes some of these managers/owners need to take a step back and realize they can go overboard on this stuff.
Agree. Although I guess there are some situations where a response would be appropriate. A blatant falsehood. Something egregious that's been remedied. Etc.
Posted on 5/12/14 at 3:17 pm to Y.A. Tittle
Back in MVB days, I once (I thought) politely responded to a Yelp review with a private email to the person, addressing some of the issues and explaining some of the reasons why we did things certain ways.
Its a mistake I never made again.
Its a mistake I never made again.
Posted on 5/12/14 at 3:19 pm to BlackenedOut
Well don't stop there
Posted on 5/12/14 at 3:21 pm to BlackenedOut
quote:
MVB days
MVB?
Posted on 5/12/14 at 3:22 pm to Matisyeezy
She took the email and then went an updated her original Yelp review (and threatened to remove a star or some shite) based on a rude chef who emailed her and berated her and tried to teach her about microbiology or some such shite.
Im not a chef, so that was her first mistake.
Since the fdb loves a less than well done burger. I tried to explain to her that the reason we served our burgers medium rare was because we freshly ground our beef the day of service and felt it was safe to cook to that temp. She was a med student and in that phase of her studies where she had the awareness that everything was POTENTIALLY FATAL.
Im not a chef, so that was her first mistake.
Since the fdb loves a less than well done burger. I tried to explain to her that the reason we served our burgers medium rare was because we freshly ground our beef the day of service and felt it was safe to cook to that temp. She was a med student and in that phase of her studies where she had the awareness that everything was POTENTIALLY FATAL.
Posted on 5/12/14 at 3:25 pm to BlackenedOut
That's ridiculous. I understand that there are some legitimate concerns depending upon how it's been kept, but I've never had a problem and I only eat medium rare or rare when it comes to a burger. Some people just can't listen to reason.
Posted on 5/12/14 at 3:25 pm to BlackenedOut
The quickest way to depression over the general dumbassery of the American public is to read Yelp or TripAdvisor reviews.
Posted on 5/12/14 at 3:26 pm to Y.A. Tittle
I love Steins yelp reviews. I know Yezzy is a fan.
Posted on 5/12/14 at 3:29 pm to Matisyeezy
I also recall she complained that the service was "weird and offputting". She had a to go order. And I recall she didnt like that the person who handed her the shake she ordered didnt tell her to wait for the rest of her order (the actual burger and fries). So she left with only 1/3rd of her order. And had to come back for the rest of her order. And her fries were soggy after traveling home.
The "waitress" was my wife who was just doing odd jobs while we figured the thing out. Which we never quite did.
The "waitress" was my wife who was just doing odd jobs while we figured the thing out. Which we never quite did.
Posted on 5/12/14 at 3:30 pm to TigerWise
quote:
Steins yelp reviews
Comedy gold right there
Posted on 5/12/14 at 3:31 pm to TigerWise
I could read those things and the Stein's twitter/instagram response to them all day. The tone is so perfect.
Posted on 5/12/14 at 3:35 pm to BlackenedOut
quote:
And I recall she didnt like that the person who handed her the shake she ordered didnt tell her to wait for the rest of her order (the actual burger and fries). So she left with only 1/3rd of her order
How was she suppose to know the burger and fries weren't inside the shake? You think she reads minds, bro?
I hate soggy fries!!!
Posted on 5/12/14 at 3:36 pm to BlackenedOut
quote:
And I recall she didnt like that the person who handed her the shake she ordered didnt tell her to wait for the rest of her order (the actual burger and fries). So she left with only 1/3rd of her order.
Did she realize that the burger and fries were not in fact included in the shake cup? How do you get your drink, then leave without the rest of your meal? She sounds impossible to please. These types of people are not fit to be out in public.
I think it's ok for a manager/owner to apologize and ask them to return again so that the restaurant can try to earn their business, but I think anything more than that should be done in an e-mail or something more private. If the problem was remedied, then hopefully the customer will lease a more positive review the 2nd time around.
Posted on 5/12/14 at 3:36 pm to Matisyeezy
quote:
quote:
Steins yelp reviews
Comedy gold right there
Dan Stein might actually be an exception to the point of my OP. I'd kill to see his responses to negative reviews.
Posted on 5/12/14 at 3:38 pm to Y.A. Tittle
Don't want to destroy the mystique, but Dan doesnt do the social media for Stein's. However, the person who does it has managed to play Dan's character to a T.
Posted on 5/12/14 at 3:42 pm to BlackenedOut
Figured it wasn't him since he's passed out in half the pictures. Still great stuff.
Posted on 5/12/14 at 4:03 pm to TigerWise
quote:
Figured it wasn't him since he's passed out in half the pictures. Still great stuff
I've been wondering who does it but like everyone else said, they are hilarious. I was thinking it may be the skinny guy that works the register sometimes but that's just a guess. When Dan went out of town, he (or someone) created a page on instagram where he renamed Stein's as Andre's Deli. Some funny stuff.
Posted on 5/12/14 at 4:06 pm to BlackenedOut
quote:
I also recall she complained that the service was "weird and offputting". She had a to go order. And I recall she didnt like that the person who handed her the shake she ordered didnt tell her to wait for the rest of her order (the actual burger and fries). So she left with only 1/3rd of her order. And had to come back for the rest of her order. And her fries were soggy after traveling home. The "waitress" was my wife who was just doing odd jobs while we figured the thing out. Which we never quite did.
Sounds like a difficult customer in general. Some of the stuff that happened to me when I had my restaurant with customers, all I could do was laugh at it. They have some crazy/difficult people out there.
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