“Our online negative feedback was down nearly 55% since my team and I began making it a focus of our weekly meeting four months ago,” reported a restaurant district manager I spoke with last week in New Orleans.
That is great news, but I asked him WHAT people were complaining about, as I believe that the VOLUME of complaints is far less important than the REASON for them.
We had a quick look online. During peak season, the majority of his negative feedback revolved around wait times for tables and speed of service. However, more recently, customers were complaining about “rude staff” and (in some cases) “unhelpful/invisible management.”
I don’t know about you, but I would be willing to try a place out with a reputation for being not being “super quick,” but I am much less likely to subject myself to rude staff.
I suggested that in addition to counting complaints, he categorize them:
- RED – brand damaging incidents that could cause readers to avoid visiting (People)
- ORANGE – operational issues (Process)
- YELLOW – things that MAY need tweaking (Style)
As a restaurateur, EVERY complaint I received was reviewed by my management team. Some warranted immediate action, while others were matters of opinion.
It is paramount that we know which is which,