Is There an Art to Feedback and Commentary?


I was asked my opinion  about a recent review on Yelp and the resulting exchange between the reviewer and restaurant owner.  See the article here.



photo by TEP

This was my response:



photo by TEP

No business owner likes to get a bad review whether it's on Yelp, Angie's List or other publicly accessible forums. The difference is savvy business owners often opt to respond in several ways: ask for specific feedback (e.g.' what could we have done better?), do not respond and chalk it up to experience, or read the review, determine if they have received similar feedback before and make adjustments to their service delivery.



When I write about my experience at restaurants on my blog, Technicolor dining, on OpenTable or TripAdvisor I try to convey to readers what was good and disappointing (if anything) about the experience. When I do have a disappointing experience I articulate specifically why (e.g. frozen salad, the place reeked of mildew, etc.).



image courtesy of the internet

I'm also aware that the rise of "foodies" puts restaurants and their staff on alert especially if said 'foodie' believes the restaurant's dish should have been prepared exactly the way 'x' (another restaurant, Aunt Clara) makes it, they consider themselves an expert on the subject of a certain dish, or that a server wasn't gracious enough. In this article the very personal connection between reviewer and  restaurant owner is brought to light in the resulting exchange and hurts the credibility of both, in my opinion.

photo by TEP

How do you share or  express your feedback to a restaurant whether it be good, bad or indifferent?  Do you tell the server? Do you ask for a manager? Do you write a note? Do you submit your feedback in an online forum like Open Table, Yelp or Trip Advisor?  Do you tell your friends, family and acquaintances about your experience?  Please share your comments below.

Be well,

Technicolor girl

image created by Ink+LLC