Like most retailers, we have a love-hate relationship with online reviews. If they are positive, we love them. If they are negative – and usually anonymous – we hate them. It gives us no opportunity to make amends or to change a process or to improve. But we live in a digital world and it comes with the territory. So we were very pleased to read a great review this morning that ended with this:
The service was warm, friendly and attentive. I would move to Tarrytown to make this part of my everyday life. – Kimberly
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A negative review? How can that be? It certainly couldn’t happen very often!
It does! Someone comes in expecting a Victorian style tearoom and doesn’t like our ambience. Another comes in expecting chicken and tuna salad with the classic mayonnaise and is surprised and writes it up. We’re busy and tables aren’t open, they feel slighted…..another normal day in a restaurant. But glad to say, it doesn’t happen that often.