Later that night on Saturday, November 19, 2022, I received a Google alert stating that we had received a new 'online review' and the result was 1, the lowest possible value. In other words, our guest must have been treated so badly that he deemed the lowest value appropriate for us. No matter how experienced and cold-blooded we were, it was impossible not to be upset with such news, and this fact was of course true for me as well.
When we met with the team the next day, we made the evaluation of the previous night. There was something strange: our friends were not aware that such a comment existed. In other words, they did not realize that there was an event that would require such a hurtful comment. When I had them read the comment, we tried to understand who our guests were who made this comment and why we might have had such a reaction. The gist of the matter was this:
You know, one of the things we are most proud of is that we serve all the wines by glass. This application is a first in the world. Our guests asked for 3 glasses of a wine. After the glass was served, they asked where the bottle was. As a result, our friends reminded that they do not have to buy bottles like everywhere else, they changed the order to bottles and completed the service. When asked if we could do anything else, they answered “no”. Thinking that the misunderstanding in the service had been resolved, they continued their work.
We see comments as mirrors we hold up to ourselves. Our teammates are experienced and friendly; moreover, we have a basic approach that we always underline: we all own our business, but we are not lawyers. We own and evaluate the faults that we are not aware of but detected by our guests, and if we find them right, we change them without hesitation.
Since we are so sensitive to the work we do, we expect our guests who evaluate us to be more careful in their evaluations. Because every recorded evaluation leaves a mark on us. We would like to thank all our guests who helped us raise the bar with their comments. We would like to remind you how useful the comments, written with a constructive approach, are in improving the quality of service.
