Writing reviews restaurant owners can learn from...
Italian may be the language of love, but if you’re unhappy with a restaurant experience, what language do you use to make the owner hear you?
I recently caught up with Chef Tony Marciante of Visions Restaurant in Bethsda, Md , who says, “any restaurant in the world can be better.” While he admits not every owner has their finger on the pulse of their customer base, he loves chatting with guests – in his restaurant and via email. From Vision’s website , you can add him as a friend on Facebook, join his network on Linkedin and follow him on Twitter.
“In this area alone there are 250 restaurants and the competition is very stiff,” he says. “I get a lot emails, and at the end of the day it’s all 100% right because someone thought it. In their opinion, something should be done.”
In the age of digital marketing, many people head to sites like Restaurantica to share good and bad experiences. If you want to be heard by the owner, there are things you need to know.
Make your criticism concrete. ‘The food sucked’ is vague and mean-spirited. “The best criticisms are about something we can react to and use to run our business better.”
Be honest. If you felt ignored by your server or rushed through your meal, say so. Likewise, don’t lace your review with threats or overwhelming negativity – surely there’s something positive you can say about your experience.
Stick to the facts. Explain clearly the difference between what you expected and what you received.
Don’t complain about food you wouldn’t typically eat anyway. “If you don’t like spicy normally, you shouldn’t order spicy and expect to like it. A good cuisine should have some core to it. Italian food should have a good hit of garlic or a good flavor of tomato if they’re in season.”
And remember, responsible reviewing means being willing to listen to what the chef/owner has to say in response. “I immediately follow up,” Chef Tony says. “For people who send a negative comment in and get a personal response from the owner with half an hour, they appreciate that.”
Have you ever written a negative review that prompted a response from an owner? Was the owner able to turn the situation around or are you still dissatisfied? Email us your stories and we’ll publish them on Restaurantica.
