This week we are
challenged to
Recall an experience, positive or negative,
where we used social media to communicate with a business.
Honestly, I always tend
to give businesses and restaurants a second chance but if on a third visit
things are still questionable that’s when I usually ask for the manager or a
company number to make a suggestion/complaint.
There was this one time
at Rubio’s, my place of employment, where the more positive
comments/compliments/reviews we got our guest loyalty index would go up and if
there were negative comments then the score would go down. Things have changed
a bit since that time but we still take into account the comments/complaints
that our guests make. Please note, Rubio’s does have Instagram as well as a
Facebook page but I believe MarketForce is the system that is used to track all
incoming complaints and compliments from al the different stores. In this
particular occasion, being burned out and annoyed from work and upon getting
home after my shift I took a guest survey, but used my sister’s name, and was
able to make more specific comments about my experience at the Rubio’s as well
as mostly give out threes and twos on certain questions. The following week
during our staff meeting things I had mentioned in the survey were brought to
our attention and we were given instructions on how to better our performances
and avoid such negative, yet, specific comments from guests. Best part no one
ever found out it was me who did the survey.
I feel like too often online reviews and comments are skewed because people are less compelled to leave good feedback than bad. All I want is for my meal to be uneventful, but I am not motivated after an uneventful visit to a restaurant to log into Yelp and say, "everything went smoothly." But if the service bad or the food undercooked, I want to voice my comments. Consequently, I think it looks like a lot of businesses have more bad feedback than good.
ReplyDeleteWell at least the problems were being addressed that way. It's too bad your employer wouldn't just listen to employee complaints and take them as serious. I sent an email to CVS recently about one of their pharmacists. I see her every month because I go in at 5 am and it's always her working. She is awesome and always goes out of her way to check for the best prices since I'm a cash payer. I received a response and the company was all stoked about this positive feedback. I don't think they were used to getting such messages. The lady said they would be sure to share my message with their Corporate and with the manager of the store I commented about. Hopefully it makes a difference for the pharmacist who always goes above and beyond.
ReplyDeleteThat's great about the Rubio's story! Goes to show not only does online feedback get through, but maybe an anonymous private employee feedback page would be useful. No one knows it like you and sees it all. Working to make your company better gives you pride in your work and it shows.
ReplyDelete