The One Thing Restaurants Do That Ensures a Terrible Review

When it comes to dining out, there is one thing that can send a patron into a downward spiral of frustration and ultimately lead to a poor review- and it's kind of a cascade effect. Let me explain.

Starting the Downward Spiral: The Hostess

One of the first interactions you have in a restaurant is with the hostess or host. If they are snarky, unprofessional, or just totally incompetent, it sets a tone that can be difficult to recover from. Take for example a hostess who, upon your arrival, asks, "How can I help you?" This is not just a loaded question. It's a job. If the hostess is unable to perform their job, it's a major red flag. This initial failure can be the spark that starts a chain reaction.

If another unwelcome experience follows, such as poor service, a meal that falls short of expectations, or any other minor or major mishap, your mood is already primed for a negative experience. By the time you leave, a review warning others away from this establishment is practically a foregone conclusion.

Passive-Aggressive Critics and Their Business Model

As a chef and restaurant owner, I have a different perspective on this than the average customer. I am not a passive-aggressive critic looking to vent frustrations. I am someone who seeks to improve and grow with the feedback I receive. Yelp, TripAdvisor, and other review platforms capitalize on people's passive-aggressiveness as a business model. If you are using these platforms, you need to keep in mind that you might be the product, not the customer. Negative reviews can take a toll on a business, often even outweighing the positive ones.

If you have a bad experience, the easiest and most public way to vent is through an online review. However, I prefer a more personal approach. I reach out directly to management or write a letter to the owner. An anonymous online review doesn't feel accountable, and it can be emotionally draining to defend or respond to a poorly worded, biased review.

The value of feedback, especially negative feedback, is in its ability to highlight areas for improvement. Feedback is a gift. People who react with anger or hostility to criticism are missing the opportunity to learn and grow. They need to understand that reviews are a part of the business landscape and that feedback is an opportunity for self-improvement.

The Impact of Employee Attitude

While a poor meal or slow service can be frustrating, it's the attitude of the employees that really determines whether a restaurant gets a five-star rating or a one-star review. Employees who appear impatient, unsmiling, or disengaged can completely turn off a customer. If they act as though they are not enjoying their job, it reflects poorly on the entire establishment. As a result, a restaurant with such employees will not earn high ratings from its patrons.

People who decide to never return and leave a bad review often do so because of the poor service experience, not just the meal itself. The service can drastically affect the overall dining experience and customer satisfaction.

My Approach to Handling Bad Experiences

Instead of relying on online platforms to voice my dissatisfaction, I choose to address it directly. If I have a bad experience, I will call the manager or write a letter to the owner. Alternatively, if I don't get the desired resolution, I simply choose not to return. A bad review is the last thing I want to do, as it can hurt the business. I believe that in-person feedback and genuine communication are much more effective than an anonymous online post.

In summary, the one thing that can guarantee a terrible review is a subpar initial interaction, such as a snotty or incompetent hostess. This sets the stage for potential disappointment and frustration. As a customer, it's important to be mindful of the impact your negative experiences can have on a business and to consider more proactive and direct ways to communicate your concerns.