Would you criticize a customer on Twitter?
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Let’s say you had a customer that was a raving fan of your business and as part of their support, they tweeted while at your restaurant about how much they loved your food, would you then turn around and reply publicly on Twitter to his praise by accusing him of not leaving a big enough tip for the server?
I didn’t think so..but this is exactly what Bogota Bistro in Brooklyn did during the week and the masses are divided as to whether this was a crass, publicity seeking move in poor taste or a genuine attempt at protecting the livelihood of their serving staff.
Personally I don’t like it. It would be better all round to make a note of the particular diner’s details and refuse a booking the next time if they felt strongly enough about the under-tipping, but what customer is going to want to tweet from the restaurant again?
The next tweet might call out a customer’s body odor or the clothes they’re wearing! Who knows?
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No Daniel, such a customer would never be welcome in my business, but a customer who took the time to visit, told all his friends he was coming, took a picture of his meal and tweeted it to his friends telling them how delicious it was, then left "A" gratuity would be welcome. Just like this guest did...
If the restaurant was that concerned about an underpaid server, they would have made up the difference themselves counting the $8 as the cost of the extra favorable publicity achieved from the tweet. Instead they turned it on it's head and made a fool of themselves.
Barry
There is a particular type of guest that is unwelcome here as I believe they would be anywhere food and service is rendered. You know the type: they are demanding, send everything back, will consume the entire dish and then complain and want it taken off the bill. They will order a few rounds of drinks and then challenge the number of drinks that were ordered when the bill comes. They will complain that the drinks were weak, the food took too long and that it tasted terrible. They will continue consuming and run up large bills and they will also come back. They cause management and staff loss of time, energy and focus in catering to their demands. They will leave very little in gratuity after having ran all of us ragged. These same people will then return again and again and pull the same nonsense over and over. Would they be welcome in your business if you had a thriving business that did not rely on every penny that came in?
I agree....it's best not to call out your customer in that manner.
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About Barry Chandler
Barry Chandler works with bars and restaurants to bring more customers in the door through effective use of social media, online tools and customer engagement.
Since 2004, more than 2500 bars, restaurants and hotels have used his tools and services to improve their bottom line.
TheBarBlogger.com contains daily tips and strategies to grow a profitable hospitality business.
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