Kind and motivational language
It’s hard to take a positive tone when
you’ve had a bad experience in service or food. But that’s what we have to do.
Remember that you have been invited, at the expense of the client, to review
their business. They welcome honest feedback and don't expect every visit to be
perfect, but they do reasonably expect that you’ll explain what happened
objectively and without vitriol and sarcasm.
in mind that not only the management team but the staff themselves will read
the report. We believe that nobody who runs a pub or restaurant goes to work to
do a bad job or disappoint customers. They’re working hard in an often tough
and pressured job and believe they’re doing their best.
and sincere, but think about how you’d deliver the feedback to the manager or
owner face to face. If you wouldn’t say it that way, don’t write it that way.
you mark down, explain neutrally what happened and make a positive statement
about what could have been a better way to do it:
Good comment: ‘I would have liked the
waiter to make eye contact and greet me immediately’
Poor comment: ‘I was
disappointed that the waiter ignored me when I arrived.’
“Could” is often easier to accept than “should” in feedback and makes
statements feel less judgmental.
Good comment: 'The waiter could have cleared the table more quickly’
Poor comment: ‘The
waiter should have cleared the table more quickly.’
Silent Customers are motivators not critics. Our
language and choice of wording needs to show that. If something is wrong, you
don’t need to repeat it, use harsh words or let it colour the rest of your
review. You don’t need to say you were ‘disappointed’ when you describe a fault
– it feels too disapproving. We are there to observe and report.