I have noticed that unlike in European countries in Australia I cannot trust restaurant customer review websites. Most restaurants I have been to on Lygon Street and its surroundings are rated between 70 and 85% (the figure corresponds to the percentage of satisfied clients) on Urbanspoon. Some ratings go up to 93%! But honestly, according to me some of them hardly deserve a 60... The main reason why these restaurants have such a high rating is because there are two groups of customers: the Australians who havent travelled a lot to the USA and Europe; and Australians who have travelled a lot to these two destinations + Europeans and Americans. Travellers know what a good service looks and feels like, and what food looks, tastes and smells like. This group of people does not like most Australian restaurants and give lower ratings. On the contrary, the other group is absolutely amazed by the restaurants on Lygon Street. They even think that these restaurants have a lot in common with Italy... Another thing about feedbacks on Urbanspoon, Tripadvisor etc. is that the restaurant owners and managers literally do not care about them at all! It means that they also do not care about their customers because they refuse to take into consideration their remarks. It also means that the restaurant owners are stubborn and think that they are always right (the customer is right. Not always, but in most cases he is. This is the key to success, especially in hospitality business!). What to do about bad feedback? check feedback for your restaurant at least 3 times a week answer ALL negative feedback. Thank the customer for his valuable feedback and time and offer apology. You could also offer him/her a free meal. It will show your honesty to him and to other reviewers on your page. If he/she comes back for a free meal and likes it, you can be almost certain he/she will give you the best feedback ever. And remember, negative feedback can cost you a lot of money and time. The biggest companies (but they do not like talking about this) lost thousands of dollars because of one single unhappy customer. It could happen to you too. if a customer leaves you a long and nice positive feedback thank him/her Take your customers feedback into consideration. They offer you free consulting! Your Restaurant Management Consultant Alexandra Smirnova
Posted on: Tue, 05 Aug 2014 12:25:11 +0000
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