Running a restaurant business is not an easy task. You are dealing with so many customers daily and, most of all, with their wants and needs. You can’t satisfy everyone, but at least you can try. There are times when things don’t go as planned so businesses need to know what to expect. There are many ways an unsatisfied customer can complain. However, the most damaging way for a business is when the customers complain using 3rd party response platforms such as Yelp, Google or Facebook.
The easiest way for a customer is to complain right away when the incident happened. Complains such as “my food is cold”, “the chicken is too salty”, “I don’t like the dressing”, “I think I have something in my food” are circumstances that restaurant owners and managers are very familiar with. If there is something good about these types of complaints is the fact that issues can be solved right away. Most of the managers will not leave the issue unsolved because they are risking customers to take the issue to the next phase which is a Private Response or a 3rd party Response.
In most of the cases, when customers are privately contacting the business via email or text, things are starting to become serious, or at least, the customer is very disappointed. There are also some cases when customers want to have written proof of the fact that they have complained and their issue remained unsolved. There are many cases in which dissatisfied customers are suing restaurants for various reasons. One of the most popular cases is the one against McDonald’s known as the Quarter Pounder Controversy.
3rd Party Response
For restaurant owners and managers, the 3rd party Response is a never-ending battle. Most of the time, happy customers don’t take the time to write a positive review but as soon as something goes wrong with their order, they can and they will find the time to drop a negative review on every social media or review platform they can find. Another issue is related to the Yelp platform, specially designed for customers to review places and services. The platform is very trustworthy for customers but it causes a lot of problems for business owners that customers don’t know about. Yelp has a policy of stalking business owners to start a paid partnership with Yelp. In case of a non-response or a negative response from the business owners, Yelp is starting to delete 5 stars reviews one by one explaining that the reviewing person is not to be trusted for various reasons. If Yelp is very important to your business and brings you numbers, you should consider a paid partnership and not try to run against the wind.