Who Am I?
Nearly 60,000 readers have looked at my reviews of restaurants on Trustedplaces.com. (Actually 59,000+ clicks - which is reader looks - which could mean one person who does nothing but read my reviews. But they don't count me because I log in and out and that doesn't count.) However, it will reach 60,000 by the end of the week I wrote this.) On day one I had only one review. I now have about 170 and I'm aiming at a nice round target of 200. And more. Not just restaurants. I'm sure somebody must have read my review of the Sex Museum in New York. And I got a comment on my review of Hyde Park station in London. Somebody was amazed
Trusted Places expanded their rating system from a general star rating to the multiple verdict on decor service and food, rather like Michelin. (I suggested that because I went to places which had brilliant decor but indifferent food or wonderful food in basic surroundings. They'd probably already worked it out on their own and were just waiting for the funding or technical people to catch up with the list of improvements. I am now trying to develop my own ten point checking system - which will probably grown to thirty. (Years ago I was once briefly trained on hotel inspection by the Consumers' Association. I know that garages have a check system on returned hire cars. The MOT (for American readers that's the UK's mandatory annual car check for roadworthiness) also has a checklist.
I and members of my family have always joked about the glass of water test. Another make or break tests in the past has been smoking (which is now banned in the UK - alas not yet banned in Switzerland - where a member of my family who has cancer has been working). Another make or break test is sitting where you want. My thirty point checking system would include: (Non-smoking - always OK in UK, most USA restaurants, Singapore, France.)
1 Novelty
(Decor. Or food. Maybe a real chef providing dish of the day or month
2 Exterior Decor
3 Warm Welcome
4 Choice of Seating
5 Privacy
6 Healthy Food /Vegetarian options
7 Price Control Set meals (as is compulsory in France) or cheaper options and printed price lists for drinks.
8 Ingredients explained.
9 Pleasing Sound level
Music /entertainment.
10 Service - customer is right.
Three and ten are most important. They can overcook the food but if they ask if everything is all right, or notice that you haven't finished it and ask what's wrong, then re-heat or change the food, add yogurt to reduce the spiciness, provide more veg to go with the meat, pack up the leftovers to go, take the price off the bill, or bring a free dessert or after dinner drink, apologise with a good excuse and a smile - act like it's their fault rather than yours, and hope you'll come back so you know that despite your complaint you are still wanted - yes they can recover what they have lost and more.
Angella's See-Saw and Must See Again Guide
It's a see-saw guide. You see it and like it. You judge it after you've seen it. What tips the balance? Even if they get something on the down side, they can tip it back the other way.
The ultimate is the manager who shears a complaint and says, 'Thanks for telling me.'
I often feel so sorry for a manager or owner who has put hours into the most beautiful decor and has no idea that a server has done everything wrong - or just one tiny thing.
