I received an e-newsletter from one of the top restaurants in the country. The article mused about the changed paradigm of doing business with the Internet. Hasn’t everything changed whether you are in business or not?
So when they first started developing a body of online reviews, they dismissed the bad ones as unprofessional scrutiny. “Wow! How arrogant! How could you not listen to your guests?” This establishment knew no other way to measure their success except by the number of Michelin Stars or AAA Diamonds they earned.
They finally made a 360 degree turnaround in their thinking. They began to see the reviews as a way to engage their customers in a constructive dialogue that would improve their service and deliver more of what their patrons wanted. Isn’t that what it’s all about?
When we started running the Inns 10 years ago, online reviews were always part of the equation. We read and respond to every piece of feedback we receive whether in conversation, email, snail mail or in-room comment cards. These comments helped shape our business and we thank you for your candor. There are times we feel beaten down by less than positive feedback and other times overjoyed when we implemented a suggestion that was noticed. We know you wouldn’t tell us if you didn’t care.
We look for that kernel of truth and reflect as a team to make your experience better. The bar is constantly raised, by our guests, our competition and more importantly by us. This time of year, we are going through every inch of the Inns and implementing many of your suggestions to meet the challenge.
In the spring we can’t wait to share all the changes we made. Thanks again for taking the time to share your thoughts with us.