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News in Review
Market Reports
Food Quiz
Industry Discussion
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The Art of Responding to review sites for restaurants and lodging
By: Heather Turner
The hardest thing a restaurant or lodging facility has to deal with is responding to online reviews. Yes reviews should be responded to, be they positive, negative or blasé. Most businesses find the hardest thing is writing a response to a negative review and not getting defensive about it.
“Our signature dish just got a bad review on Yelp!!!” “Our best room got dinged on Tripadvisor!!!” AGGHHHHH!!!!
The natural response is to say “ Sorry you didn’t like it, we’ve had hundreds/thousands of people tell us its their favorite “fill in the blank”!!! Perhaps you have had that, but what you are telling the reviewer is there is something wrong with them and their opinions about something. Not a good response.
Take a recent twitter post from an acquaintance on twitter asking what we thought of his online reply to a review.
Review
“Our room was the best decorated room we had on our 4-week holiday, fresh and comfortable. The “wiew” was disappointing. You can perhaps get a glimpse of the canal on the other side of the highly trafficed road, but the location is fa from charming.Noise from the road was a problem at night-time and made sleeping hard. Breakfast was one of the best we have had, with locally produced food of high quality.”
Response
“Thank you for your review. We are very sorry you were not completely happy with your stay. Our aim is to ensure our guests have a good night’s sleep and the room in which you stayed is triple glazed which reduces any traffic noise to a minimum when the windows are closed. This is our most popular room and 4 of the previous 5 reviews are from guests who stayed in this room.”
As the person who posted the review reading this I would think that the owner was saying I slept with the windows open and because of that it was noisy and we should have had them closed and because the other people who stayed in this room didn’t complain that there must be something wrong with me. The response was in a very nice tone but was defensive.
A suggested revamped response.
Our aim is to ensure our guests have a good night’s sleep and we have tried hard to do so by making the windows triple glazed. We are very sorry you were not completely happy with your stay and hope that if you stay with us again you will have a quieter experience. (if you insist on letting people know about something specific)
-or-
We are very sorry you didn’t have a good experience with noise at our inn, we do appreciate the nice comments about the room and the breakfast and hope to make a future stay more to your liking if possible.
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Science fiction does not remain fiction for long. And certainly not on the Internet.
- Vinton Cerf
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View updated pricing and information each week on the website for the following food-commodity markets:
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Beef, Veal & Lamb |
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Beef production last week was 3.2% more than the same week a year ago. Beef output is anticipated to mostly trend below 2009 levels into the fall. Many of the beef markets have shown signs of weakness in recent days but by in large have been resisting the typical seasonal declines for mid July. Beef packers may slow production during the next week which could be supportive of overall beef prices. Still, the risk in the beef markets is believed to be lower from here. June retail beef prices were the highest for any month since October 2008. Bearish news for wholesale beef prices. Price USDA, FOB per pound.
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Dairy |
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US milk production during June is estimated to have been 2.4% larger than a year ago due to a 3.7% increase in milk per cow yields and a 1.2% smaller milk cow herd. Dairy farmers did add a net eleven thousand head to the herd during June contributing to the forty thousand head increase for 2010 thus far. The June milk production increase over 2009 was the largest for any month in two years. Warm temperatures are intensifying the current seasonal downturn in milk output. Still, the upside risk in the cheese and butter markets from here may only be modest. Prices per pound, except Class I Cream (hundred weight), from USDA.
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Poultry |
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Chicken production, for the most part, has continued to trend above year ago levels as chicken producer margins have improved this year. Chicken producers have curtailed broiler egg sets in recent weeks as the industry anticipates a downturn in chicken breast prices and profits. Still, the six week moving average for broiler eggs sets is trending 3.6% above last year which suggests that chicken production should remain well above 2009 levels. Retail chicken prices during June climbed to their highest level in ten months. Rising retail chicken prices could slow chicken demand as we move into the fall. Chicken breast prices appear to be topping. Typically, the chicken breast markets mostly move lower for the rest of the summer. Prices USDA, FOB per pound except eggs (dozen).
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Seafood |
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The 2010 western Gulf of Mexico US shrimp harvest is projected to decline 17% from 2009 due in part to the oil spill in the area. The 2010 shrimp harvest is forecasted to be on par with 2008. Smaller shrimp output and lackluster shrimp imports may be bullish for the shrimp markets as the summer progresses. That being said, history indicates that the upside risk in the shrimp markets from here may only be modest. Prices for fresh product, unless noted, per pound from Fisheries Market News.
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Pork |
View Detail |
Pork production last week was 3.1% larger than the same week a year ago. Pork output is anticipated to mostly trend well below 2009 levels during the next several weeks. Mexico is beginning to resume ham imports from the US after the storm interruptions in recent weeks. This is firming the ham market. Last year, the ham markets traded north of $.90 a pound during August. Belly supplies are limited. Still, the belly market usually peaks shortly and then moves downward. June retail pork prices were the highest since October 2008. Prices USDA, FOB per pound.
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Produce |
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The potato markets continue to trade at fairly inflated levels. Idaho potato stocks are seasonally small as the industry awaits the major harvest later this summer. Typically, the Idaho potato markets peak during the next five to nine weeks and then move notably downward. Last year 70 ct. Idaho potato prices during September were 44% less than the previous month. Challenging weather conditions may continue to limit the lettuce harvest and support lettuce prices. The heat in the east could bring the tomato crop on early. Lower tomato prices may be forthcoming. Prices USDA FOB shipping point unless noted (terminal).
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Oil and Grains |
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Weather challenges continue to cause concerns for world grain supplies. The corn markets may have the most upside risk from here. Prices USDA, FOB.
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Canned and Frozen Food |
View Detail |
Tomato Products, Canned - The California tomato harvest for processing is starting at its slowest pace in over ten years. The canned tomato markets are stable. Prices per case (6/10) FOB, unless noted from ARA.
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Processed Fruits and Vegetables - 2010 green bean for canning acreage is projected to be 6.6% less than last year. The canned green bean market is steady to soft. Prices FOB per case from ARA.
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Theft Control
Community member Alex writes...
Hi everyone, I had been working for this company only for a week, I am the Executive Chef and Food and Beverage Director.
I know that someone is taking food out into the garbage, I checked the garbage patio this morning and all the lights are not working, so maybe something wrong is going on there at nights, maybe someone else is involved because of the lights ( the maintenance guy ).
I know pretty much how are they operating, but I don't know how to...
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Marinated meat and shelf life
Community member BD writes...
Last week I was a drapery installer, this week I'm creating a menu and running a kitchen?
I want to create an asian style skeward beef for a pub/restaurant and Im not sure what the rules are for marinating in a restaurant setting.. Can I marinate, remove, and refridgerate to be used at a later date? Is there any sort of problem that will occur with letting them sit other than spoilage?
Can these thin strips of beef be frozen to be thawed and used later...
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Starting a business successfully specializing in a "gourmet" meat
Community member The Burger Box writes...
Ok so, first thanks for taking the time to read my question, and maybe give me some insight. I have worked in the resort industry for about 6 years as a General Manager. So I have done everything from mopping floors (if I couldnt find someone else to do it! ; ) ) to running a kitchen to payroll and HR. In an effort to branch out on my own I have decided to start my own business. I have bought a used catering truck which I have been in the process of fixing up to meet codes and what not...
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My leaves are hearty enough to replace meat
I'm part of a big family, so you may have trouble picking me out from the group. I'm one of the oldest members of the clan, all the way from the ancient Greeks and Romans. I'm proud of my heritage and that I arrived aboard the slave ships with those who know how to treat me the best. My young tender leaves are blue green and prime; the rest of my greens can go to your iguana, but neither of you will want my long stalk. I'm incredibly prolific – lots of greens from very few plants. As I grow, if you are kind, you can harvest my outer leaves and I'll keep growing from the inside out for my entire season. Or if you're one of those commercial farmers, you'll wait till I crown, and then lop off my non-head all at once. You see, I'm a soul man . . . I'm smooth and young and I just need a good bath, then when you heat me up nice and long and slow, I'm succulent. Cozy up with me and let my aroma take you down to the pleasures of the south. Shred my leathery leaves; couple me with some hocks, then serve me up with black-eyed peas. My smooth, thick, tender leaves are hearty enough to replace meat – . Prepare me with vinegar to get the best flavor. Full of potassium, calcium, iron, zinc, vitamins A and C, I'm a rich guy for the cool season -- you'll find me year round, but I'm mostly seen December to April.
What am I?
The Food Quiz has is brought to you by Culinary Specialty Produce, a specialty produce broker that scours the world for the very best in specialty produce. Contact them at 908-789-4700 or by sending an email to info@culinaryproduce.com.
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Founder, Foodservice.com
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Scottsdale, Arizona 85258
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