[UPDATED] : Using Urban spoon/TripAdvisor and review sites as a threat to an establishment

wozup12 on 30/08/2014 - 20:58
Last edited 31/08/2014 - 14:23

EDIT:

So after some comments, I realise that it is a part of a business to get bad reviews from unreasonable people from time to time.

But the question that I was really trying to ask, and wanted to get an opinion from was whether or not people should be using these sites as a tool for revenge against a business when the 1. are usually completely unreasonable and 2. don't know the full story.

I am a HUGE fan of Ozbargain and I check the website regularly. When a deal doesn't go someones way, such as the Harvey Norman Lumia price error or the JB Hifi E-Reader debacle of late, people instantly threaten to go to the ACCC and tarnish the reputation of the business. Not to mention numerous Entertainment book deal issues that have been coming up in the forums as of late.

I agree that mistakes do happen and judging from the comments below, people think that I have acted in the best way possible and the customer was being unreasonable. Yet avenues such as online review sites are used as weapons against petty annoyances that an employee like myself can't really change.

I feel that with some posts on Ozbargain, the other side is often unrepresented and a tirade of abuse gets hurled towards someone, even though they are basically powerless to do anything.

I feel that this is why the customer service industry in Australia is as crap as it is today. Possibly because consumers are unreasonable and customers service people have just given up on trying to be reasonable and nice to people.

So I have a couple more questions to pose to you all.

  1. Do you think of the person on the other side of the conversation when you are complaining about a service? Do you ever think about how reasonable the request is before going and saying you will never visit the business again and will do all within your power to let other people know about what happened?

  2. Do you think this attitude towards staff has caused the customer service industry to become what it has become?

[Original Post]
People of ozbargain.

I have a question that I was hoping some of you guys may be able to answer.

I see many people here post about bad experiences at establishments such as restaurants and hotels here with many people in the comments suggesting to just name and shame them by posting their details so the grilling can start occurring so that their online reputation gets tarnished.

I have a story from the other side of the spectrum. An employee who tries to do the best by a customer and be threatens because they don't get something that is basically impossible to accomplish.

Pull up a chair and listen to my tale from the other side.

I work in a restaurant, taking orders and booking tables for customers as a part time job.

Today, being a Saturday, we were pretty much full house. With little amounts of time where people who wanted to get in for a quick meal a table to have dinner.

At 6pm. A lady rings up and wants to make a reservation for a table for 2 at 7pm. I say I'll have to double check with my colleague about the table and that I would be a sec. Before I can say anything else, she tells me that there will be a child coming too. Naturally I ask if the child requires a high chair or not and she says that it does.

So I turn back again to my colleague and we discuss whether or not it is possible to seat an extra high chair at a table that is only meant for two people, as all of our larger tables have been taken up. She says not to give the table because it is near the door and might be uncomfortable for the diners.

So I reply back to the lady that we are currently full during that time. She immediately cuts me off and says that I have discriminated against her because said that she requires a high chair.

Taken aback I tell her that we are fully booked and we can only offer a table for 2 during this time at such late notice. She barks back at me and asks me why there is suddenly a table when she starts to complain. I explain to her the situation but she says she will hear nothing of it and proceeds with the discrimination line.

She then rudely informs me that she is from urban spoon and that my discrimination will be documented quite clearly on their website in due time. This review is not up yet, but I will post it on this thread so that commenter's will be able to get a view from both sides of the story.

So my question to you guys is:

  1. Have I done anything wrong and discriminated against the customer in any way?

  2. Is she being reasonable with the request that she has made?

  3. Do you think it was right for her to threaten me by saying she was from urban spoon and/or actually posting the review?

As you can see, I am slightly distraught by this because the business is not mine. I feel that as a worker I should properly represent a company and give the company a reputation that is good. I feel like I didn't do that today. I do feel however that there is nothing I could have done to make the situation any better. That's for you guys to decide too…

TL;DR

A customer wanted a table on a Saturday night with a high char and I couldn't supply one. So I was called out for being discriminant and place a bad review on urban spoon.

General Discussion

Comments

  • Ughhh on 30/08/2014 - 21:08
    +6

    I don't think you've done anything wrong. Did you explain it in a way that suggest their dining experience wont be good for them? Customers don't care if other customers are comfortable or not, they only care about themselves. They want you to care about them (I used to be a waitress)

    She doesn't sound like the type of person you want as a customer anyway.

  • neil on 30/08/2014 - 21:21
    +2

    I think Urbanspoon allows businesses to respond. Do so and explain the situation exactly as you did here. Possibly take a picture of the table by the door to illustrate your point.

  • firedragon on 30/08/2014 - 21:36
    +2

    I agree with JLove. Great post OP, it's nice to know there are such thoughtful people out there!

  • cypher67 on 30/08/2014 - 21:54

    I think some more reasoning from yourself would have been a better option. I can see both sides of the story, but simply telling her that your full is only half the story. Explaining that the only table left are unable to accommodate a high chair because it would block a walk way or maybe violate fire safety regulations would have been a more acceptable reason then your just full. On the flip side writing a review on urban spoon isn't going to make a difference.

    • wozup12 on 30/08/2014 - 23:09

      Hey cypher67,

      I use informed the customers that we were fully booked during that time. But before I could say anything else she started talking about discrimination and posting stuff online about her experience.

      I did tell her about the table avaliable was only for 2 people and near the door and the accommodation of the high chair would be difficult, obstructing the door and probably not the best as people come through the door rregularly throughout the night, which could be an annoyance and a hazard at the same time.

      She just bluntly said that she 'wasn't interested' and couldn't wait to post her bad review on line. Even though I pleaded with her to be reasonable, trying to explain the situation until she eventually hung up.

      I just feel bad for the business because I feel that I'm responsible for their tarnished reputation now…

      I just felt so helpless with them using online reviewing as an actual threat towards me.

      With that in mind. Is it even worth replying to it? Or would it just make everything worse?

      • cypher67 on 30/08/2014 - 23:20
        +2

        If she tells the story the way you told it, anyone will realise she is being unreasonable. If she makes stuff up then sure clarifying your position would be a good idea. I wouldn't be 2 concerned about the review, she didn't eat anything and all she can say is that you couldn't accommodate a walk in on a Saturday night, pretty petty IMO.

  • subywagon on 30/08/2014 - 22:09
    +2

    You make me sick. People should be able to dine with their pants off.

  • Tal_Shiar on 31/08/2014 - 01:41

    People don't really pay that much attention to these reviews to be honest, a quick laugh and move on. As long as you haven't reacted with a tone, I would just reply with 'I'm sorry you feel that way ma'am, have a nice night'

  • [Deactivated] on 31/08/2014 - 02:14
    +1

    What a nut (the woman, not you OP).

  • juventino on 31/08/2014 - 04:43
    +1

    I would've told her to shove it where the sun doesn't shine. Wanting to get a nice table 1 hour before showing up on Saturday night is a no-no.

  • Peck on 31/08/2014 - 12:25
    +1

    EVERY establishment gets negative reviews. Whether it is the establishment's fault or not. It will all average out. Just respond to negative feedback in very polite terms and move on.

  • djones145 on 31/08/2014 - 18:59

    I know a lot of people post that they will go to ACC etc here on ozbargain but does it really work?
    it has taken AcCC to fine aldi quite a while for charging 0.5% without putting up signs
    even longer for companies which charging over what amex or visa charge them (and still this occurs)

    they haven't fixed up the airlines or tickets for entertainment and sports crazy fees

    would they even spend time listening to someones complain that dick smith raise there prices a day before a sale….

    most people go on sites to complain more than make complements, its human nature, just respond nicely and don't get too defensive,

  • bobwokeup on 31/08/2014 - 21:57
    +2

    Unfortunately now days I believe it's the young peoples attitudes that has changed the level of service received not just at restaurants but at all customer service businesses. It's really good to hear that there are still people like yourself that actually care about the business and the service delivered to the customer. I complain to my wife all the time that the service now days is nothing like it used to be….yep I feel old now haha On the flip side of that when you do get good customer service it makes a HUGE difference and a much more enjoyable night. Even if the food is average I still leave with a smile :)

    In regards to your response I've got young kids and I think its totally reasonable with how you responded. What does she expect being a last minute booking…Sounds like no matter what you said (except "yes") she was going to complain. I'm sure she does that where ever she goes.

    Like @peck said if she does write up a bad review just apologise, explain your side again so other readers can hear both sides and spend more time on responding to customers who actually dined at the restaurant!!

    Congrats again on being so passionate about someone else's business, that's the right attitude to have (in my opinion anyway).

  • theduncan on 01/09/2014 - 04:43

    I eat out more then I should, making last minute booking alone, I would expect at 20% success rate (maybe its also the places that I am trying to get a booking). If you think you need a booking to get a table, and try to do it an hour before, I find it laughable that she might have had some success.

    A table for 2 is designed for 2, not 2 and a high chair. You might have tried to explain it better, but I don't think she would have accepted anything but a yes you can fit her in.

    One of my worst Dinning experiences was once, when I know table plan was changed, to accommodate a couple and a high chair. Mostly because when I made the booking I asked for a table in the back corner, and even confirmed earlier in the day, and when I got there we where by the front door and had people walking behind us, and a couple with a high chair was in at the table I wanted.

    I know the need to try and make everyone happy, comes over people some times. Sometimes in situations like this you need to say no we can't fit you in. If you explain it reasonable people will understand, most of the time.

  • SirFlibbled on 01/09/2014 - 08:26
    +1

    Seriously some people the second they become parents become totally unreasonable. It's like something clicks in their brain. She was even trying to sneak one past the gates by trying to book 2 people when a high chair still takes up a spot and she should have been booking for three.

    As others have noted, businesses which respond reasonably to unreasonable complaints (or even reasonable complaints) look a lot better than those which don't. But that being said, when I look at review sites I only read the negative reviews and disregard anything which is clearly someone being a tosser. They're quite obvious.

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