Anti-bullying day or Pink Shirt Day is on the last Wednesday of February. People sport the colour pink to stand together against bullying, and celebrate diversity.
Id like to think I was never a bully and am grateful to never have been bullied Well, maybe a bit online, but you put yourself out there and once in a while you get it back.
With the popularity of social media and you be the judge blogs, there is a lot of online noise some comments are good, some are fair, while others are hurtful and disrespectful. Diners often tweet and post things in the heat of the moment with no fear of consequences, especially if they post anonymously.
Ive seen more Twitter arguments between restaurants and customers than I want and, simply put, it looks bad. Im not a restaurateur or chef, but I understand how damaging negative public banter can be. I get criticized, too.
So how do you handle it?
There is a lot of crap out there, so you cant answer to everything, but you have to sometimes. Pick carefully. Not everyone leaving criticism (hopefully constructive) is a troll. If the comment is serious and there is a way to contact the person, make the effort to do so.
I dont get why restaurants ignore negative comments. It shows a lack of care and time for their customers and leaves them feeling undervalued. Sometimes they just want to be heard and not feel like they are talking to a wall. The dining experience doesnt end at the bill. Replying to comments is part of hospitality and an extension and reflection of the brand and/or personality of the restaurant.
Nobody needs to see who won the battle. (Actually thats a lie. many people love the online drama and reality of it all, but it wont do you any favours.) Communicate in private; a tweeted apology in 140 characters for something that requires an email or phone call is not ideal.
You can think they are a complete idiot, but just admit fault. Do not get into heated debates, go into defensive mode, swap accusations or offer endless excuses. It reflects poorly on the restaurant, not the person who made the negative review. Also, avoid sounding hoity-toity and making the customer feel dumb. It kind of sucks but it is not about being right it is about the customers perception of what is right.
See Mijune at the Bacchanalia Gala Reception at The Fairmont on Feb. 22, at the BC Chefs Presidents Ball on Mar. 1 at Ebo Restaurant in Burnaby (tickets $110; email [email protected]), and at Champagne Wishes at Blue Water Café for the Vancouver International Wine Festival. She will also be judging the Chefs Table Societys The Curry Cup on Mar. 4 (Tickets $59). Find out more about Mijune at FollowMeFoodie.com or follow her @followmefoodie.
