I read Marie Baker’s review of Bindi Indian restaurant last week and was surprised to hear she was disappointed by her experience – we had a nice time when we went to eat there a while ago and the food was brilliant.
However, it wasn’t the review that riled me – it was the response from Bindi and its customers over the weekend via the Facebook page and Grantham Journal site.
As someone who works with businesses on a daily basis, PR is always at the forefront of my mind.
In this climate you should be doing everything you can to retain customers by providing excellent service. Note that this review wasn’t particularly aimed at the food but the service that was received.
How did Bindi respond to the negative comments? Through their Facebook page: “Shocking review please link on to website and leave your comments”.
Now I have no problem with businesses trying to defend their image if someone has left a negative review. It’s completely understandable.
However, I do have a problem with the business essentially launching an attack on their customer. This is wrong. It doesn’t matter whether the customer is your average citizen, a journalist or the Queen. They all deserve the same level of service!
In my opinion, what Bindi should have done was apologise to Marie and her partner for what they felt was below-par service, told them that wasn’t the norm and invited them back again, with positive comments from their happy customers.
Instead, people are attacking Marie for being “amateur”, “overpaid” and that her review was a “poor attempt at journalism”.
She is entitled to her opinion regardless of whether you agree or not. It’s not OK to encourage your satisfied customers to attack your unhappy ones because you don’t want to accept that something may have been wrong with what you provided. Frankly, I’m shocked at the response. I feel the comments left reflect badly on Bindi more than the review does. That’s not the way to treat a paying customer – regardless of their occupation.
Would things have been the same if a random person had written in to complain about the service?
By Alison Robson