Pretend you are doing social media for a high-end cocktail lounge. People go there to get drinks in a refined atmosphere. Let’s look at an example
With that in mind you reply with,
You
I’m sorry to hear your experience wasn’t what you hoped. But when you walked in, our staff could clearly see you had already been drinking. We unfortunately weren’t legally allowed to serve you more alcohol because of that. When you shouted at our bartender and began to disturb other guests, we had to escort you from the bar. We pride ourselves on being ladies and gentlemen serving ladies and gentlemen – and expect as much respect as we give. With that in mind, we ask that you please avoid our establishment in the future if you plan to enter while drunk.
You recently posted a picture of one of the cocktails on social media, and someone commented with,
This reply gives the full story of what happened - and allows you to address a negative situation. Similarly, there may be instances when someone had a bad experience due to staff negligence. Always find out the full story and, if necessary, offer to do right by your customer by offering them a drink on the house - or some other perk if you or your staff were the ones at fault. If you don’t respond to a negative comment in a timely manner, then other guests (and potential guests) who follow your social media may make assumptions about your restaurant that may reflect negatively on your business. With that in mind, always take some time to check social media each day so you can respond quickly.
Overpriced drinks and terrible service! Never going back here. John
After speaking to your bartender, you know the person that commented was asked to leave because they had been drinking before getting to the location, and were very drunk. This meant your bartender couldn’t legally serve them.
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