In the last year, there have been numerous bad examples of chefs responding with anger to Yelp reviews. But Seattle-area chef John Howie takes a positive approach. He posts friendly responses on YouTube.
John Howie is the owner of John Howie Steak, which, in my opinion, is the best steak restaurant in the entire greater Seattle metro area. He also runs Seastar and Sport Restaurant. We've had the opportunity to talk with him, and he has an exceptional customer service mindset, which shows through the stellar experiences I've had with frontline staff at his restaurants.
Take a moment to watch some of these videos. Each are very short. In each, he reads and responds to both positive and not-so-positive reviews.
Responding to negative reviews is difficult. Here are a few tips from this article on the HEAT approach by Jim Hartigan at HotelNewsNow.
Hear
Hear them out. Don't interrupt. Sometimes a customer just wants to vent. Of course, other times they have a real problem that needs solving. Try to listen for cues about what's really bugging them. Is it the problem with their meal or their room? Or is it that they are now running late? If the real problem is time, then that takes a different twist to your solution; you have to solve the problem fast.
Empathize
Empathy is defined as the ability to imagine oneself in another's place and understand the other's feelings, desires, ideas and actions. Over the years, I have found the best way to do this (and teach team members how to do it) is by naming the emotion. You have to articulate to the customer what they are feeling and validate it. "I understand how you feel, I'd be frustrated too." Or, "I completely understand and if that happened to me, it would make me very upset." By naming the emotion, expressing understanding and placing yourself in the customer's place, you begin the process of diffusing the situation.
Apologize
This is a big one, and easy. It goes like this: "I'm sorry." It can be that easy. Unfortunately, many line-level team members tend to take this sort of thing personally and feel apologizing for something they may not have had any control over to be uncomfortable. My advice: Get over it. Nobody said it was your fault. We aren't blaming you, so apologize already. To be more powerful, add a little of empathy. "I'm sorry for the inconvenience this has caused you. I'm really very sorry this happened."
Take Action
Going from apology to taking action should be seamless. The very next sentence out of your mouth should be what you're going to do about the customer's complaint. The customer deserves to know what is going to happen next and what they can expect. The foundation to most customer complaints is the disconnect from what was expected and what actually happened. This is your chance to reestablish an expectation and deliver on it. Taking the appropriate action can only be done if you really hear the problem, fully understand the customer's feelings and combine it with a sincere apology.
For those in the Seattle area, Chef John Howie and members of the Seattle Seahawks are teaming up for what they are calling "Party with a Purpose" to help fund the Washington State Food Lifeline. It's part of the Taste of the NFL Kick Hunger Challenge.
The party is open to the public this Thursday at 7 p.m. at Sport restaurant in downtown Seattle. Cost is $35 per person.