Restaurant Manager Earns Praise for Skillful Response to One-Star Review
Atina Kitchen, a popular restaurant in Chester, received applause for their adept response to a negative review on TripAdvisor. The review criticized the staff for being unfriendly and inattentive. However, the manager of Atina Kitchen refuted the claims and pointed out the lack of positive feedback during the current cost of living crisis.
The customer, identified as Kate, wrote that the service was poor and the staff showed little friendliness or attentiveness. She had to fetch her own water while two staff members chatted, and even had to go to the bar to pay her bill. Kate decided not to leave a tip, citing the disappointing service compared to previous visits.
In response, the manager expressed regret for Kate’s unsatisfactory experience and emphasized the importance of supportive feedback for struggling hospitality businesses during these challenging times. The manager also respectfully mentioned that it was Kate’s first review despite her comment about previous visits not being as pleasant. The manager urged Kate to consider the consequences of posting a one-star review, which can deter potential customers and impact the restaurant’s survival.
The manager’s response received an outpouring of support from loyal customers, who commended Atina Kitchen for their outstanding service. Many shared their positive experiences and urged others to focus on giving praise when deserved. The restaurant’s dedication to delivering friendly and prompt service was praised, with customers vowing to continue choosing Atina Kitchen as their top dining choice in Chester.
By addressing the negative review with empathy, authenticity, and a call for fair judgment, Atina Kitchen demonstrated their commitment to customer satisfaction and the success of their business.
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