Restaurants need to be responsive, to answer their email, Facebook messages, etc. Why have them if you aren't going to respond to people? You don't need to immediately answer such contacts, but trying to respond within 24 hours shouldn't' be difficult. If you haven't responded within 72 hours, there definitely is a problem.
Not everyone, for various reasons, will raise their concerns immediately with a manager at a restaurant. Instead, they might want time to put together their thoughts and then contact the restaurant through email or similar means. They could have just voiced their complaints publicly, on Yelp or elsewhere, but instead, they chose, out of respect, to contact the restaurant privately.
Within the last couple months, I've encountered this issue with two different restaurants, With both places, I sent them messages via both email and Facebook messenger. And neither one responded at all. And well over a month has passed since I attempted to contact them. There's no valid excuse for such a lack of response after so much time. It's simply a restaurant failure that should be immediately remedied. I'm sure that I'm not the only person who has tried to contact these places and been ignored.
When a customer fails to receive a response to their concerns, they can feel that a restaurant doesn't care ant that can lead to anger. No one likes to be ignored, especially from a business where customer service is so important. You've probably lost that customer, and others who they complain to about your restaurant. That could have been stopped easily by a simple response to their contact.
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