Whims and Social Media

We were reading through some restaurant reviews the other day and found several that were very critical of number of restaurants in the Des Moines Metro. There were some of the usual complaints about the lack of speedy service, bland food and the cost vs. the amount of food. Those are the things we often see. However, I've always wondered if diners take their concerns to the restaurant owner or manager at the time...or if they wait to shout about their experience on Social Media.

I've had this conversation with restaurant owners in the past and they tell me they often never hear about a complaint until it is posted online. That's like the old saying, "closing the barn door after the horse gets out". You would think the customer would say something at the time rather than wait. But there is some comfort, I guess, in being removed from the event. That way the complaint can go...unanswered and unfixed.  Which is too bad.

I took a moment and reached out to one of the more critical writers and asked her to give me, what she considered, her favorite restaurants in the Metro. Sort of let me know what she values regarding to her dining experience.  This is the answer: "Well, I don't have a favorite it all just depends on my mood and where I end up."

I understand sort of a whim...

But what happens when that "whim" turns to social media to complain about ______ fill in the blank. Restaurants are only as good as the people who staff them and sometimes they fail. I guess I'd rather deal with the issue one-on-one at the time rather than take it online. It, at least, gives the restaurant the opportunity to work toward a resolution of the issue that benefits both the diner and restaurant.

Your thoughts?