Another Facebook debacle about an eatery in Hobart
It seems to me that if you’re:
*positive you have a product worth promoting (ie your food and service)
*have the time to devote to constantly keep an eye on your Facebook page
*continually keep your eatery in the forefront of peoples minds with daily Facebook specials, highlights of good things happening at your business etc
*and can respectfully and promptly respond to any negativity online (ie hose it down instantly)
you should be fine.
I am Facebook friends with, for instance, Aproneers and Chado. Both places regularly update their Facebook page with great daily specials, good news, informative notes about products, and generally keep in touch with their ‘fans’, as do Dr Syntax Hotel, also a favourite of mine.
Todays shitfight was at the Facebook page of the New Sydney Hotel
Apparently a photo was posted as well, but I didn’t see that. I was too busy reading the 65 comments – most of which were extremely negative about both the service and food at NS, and in some cases, quite derogatory about NS staff – including one which read that the comment-poster had been raped by a staff member there, and another comment which told us that Al (owner) was a twat, and asking for Gary to be bought back!
By mid afternoon, the site had been removed, and replaced with a squeaky clean, new page, with no bad words or opinions on it at all.
But guys, the damage, once again, as in the case of Gilby’s a few weeks ago, is done.
If you, as a restaurant owner or manager, feel the need to keep up with the trend of creating a Facebook page for your business, you can’t just start it up and occasionally look at it out of curiosity every now and then. It’s a marketing tool, if used well, and can serve your business extremely well, if you manage it properly.
Nominate someone (either your partner, or a reliable staff member, or friend you trust) who is good with words and will keep a close eye on the site, and keep you informed as to what is being said in a public forum about your business, so that the minute someone adds a complaint about your product, you can address it instantly and politely.
Even if you might think that a critic of your business should “get a life”, that is most definitely not the wording to respond to a criticism on Facebook (as Gilby’s did).
Nominate someone (either your partner, or a reliable staff member, or friend you trust) who is good with words and will keep a close eye on the site, and keep you informed as to what is being said in a public forum about your business, so that the minute someone adds a complaint about your product, you can address it instantly and politely.
Even if you might think that a critic of your business should “get a life”, that is most definitely not the wording to respond to a criticism on Facebook (as Gilby’s did).
Wise up restaurant and café owners of Hobart
Posts
41 comments:
These guys get it.
Hmm maybe but dont ever dare to question them or you'll get blacklisted on Restaurants, cafes and social media.
I spose naming a new restaurant after an animated Disney attempt and bridging US/Sino relations was a sign that we were about to embark on a very ‘dumbed-down’ Chinese food experience. Australia has a very long tradition of enjoying food cooked in the Chinese way and I like to think we’ve moved on from the cliché’s of an embarrassing colonial expectation of the chop suey kind.
Or maybe in Hobart we haven’t?
They’ve spent a motza in what was a former butcher shop and it shows, dark timber finishes, a muted grey undertone and a series of chocolate-coated bamboo walled booths. Staffs are everywhere and are friendly and efficient.
The wine list has all the usual suspects that a populist list compiled by Hobart’s wine-hustlers can be relied on to churn out with a despondent regularity. Their myopic outlook cloudily restricted by the limitations placed on them by their portfolio and any chance of the list having a refreshing and individual slant representing the style of the venue in question escapes with a groan as you read the stale list of vinous wallflowers.
The food arrives promptly, almost too promptly. Almost hurriedly. It’s nine-ish on a Friday night and the crowd is thinning. Perhaps having done the mental arithmetic our table of two will probably only pay for one of the numerous staff, they decide to process us quickly?
Steamed silken eggplant with a dark and luscious sauce speckled with minced pork arrives in a porcelain bowl we are told came ‘from China’. The price tag still attached to it suggest that it probably came from China with a quick stop on the shelves at Wing and Co. The eggplant, served shaved of its purple skin and served ambient is as delicious as it is texturally beguiling and aromatically enticing. Next 4 steamed wontons arrive, thin pastry encasing a mince of pork and prawn. They were yummy in a kind of unremarkable way. If they were made on premise the fact was lost on me as I treated them like a dipping sauce delivery device.
Very quickly after the entrees were cleared and with an eye on the wage bill our mains arrived. On one plate, perhaps seven slices of beef that I believe were not the assured ‘fillet’ that the menu touted with some large undercooked lobes of red and green capsicum which presented the wrinkled skin signs one associates with deep frying. Both ingredients were mired in a congealed and tepid brown sauce with a few lonely black beans dotted about looking lost. The beef was chewy and cold.
The seafood platter arrived under a lidded clay pot and its smells were promising. I held hope that the first two bits of molten hot seafood matter siting in its bath of sweetish sauce were to be the last but it seemed that all the seafood had been treated in the same way. I could only make out the scallop as it had wriggled out of its entombing batter and the prawns revealed themselves by their shape alone. The rest of the battered seafood sat drenched in he sauce with rendered any promise of crispness into a soggy pile. To be perfectly honest I wouldn’t have been able to tell if I was eating fish extender, or paper mache as the thickness of the coating and the insipidness of the sauce gave nothing away, especially flavor. Bowls of tepid rice were a welcome juncture in this disappointing meal out and we searched for vegetation hidden in the bottom of the clay pot in which to take respite from the deep fried seafood.
Service 4/5
Food 2/5
Ambience 3/5
Alexi Chernakov
This would have to be the new Mulan chinese restaurant in North Hobart. Sounds extremely disappointing Alexi. I love Chinese food, and was planning a visit there some time before Xmas, but think I'll hold off a while so they can settle in better.
I love reading your reviews Rita but have never commented before. We went to the Lotus eaters over the weekend and all I can say is Wow! but not in a good way. Really cold service but the waiter looked happy to see her friends and she talked to them for ages while we were ignored. I had to ask to get served? They didn't offer much choice on the menu so we didn't stay for lunch and the two or three cakes (unrefrigerated) looked tired. Coffee was passable but on the bitter side-a sign of the machine not being cleaned regularly I'm told. Very cramped inside and we felt rushed by the waitress. We've eaten better food and experienced genuine service elsewhere in Cygnet. Go if you cant get into the red velvet or the schoolhouse cafe where the atmosphere is more welcoming and the food more enticing.
CB
Solicit for sale $180,000?
I am all for people blogging on their experiences - as you have done - if you did not eat how can you pass comment? and as the owner of the business our coffee machine is cleaned meticulously every night - this is how malicious gossip begins - As for the cakes they are baked and most cakes sell within 2 days - the frangipan and pastries in a day -
If you dont like the menu and choose not to eat because nothing appeals then its ok to say it whats malicious about this
get over yourself people have a right too their opinions they didnt like it so what
Coffee bitterness is dependent on the extraction process not anything to do with machine cleaning. Maybe u presume a little too much cb. X
Overreacting because you read a single unflattering account of someones experience at your restaurant just shows how insecure you chefs are, childish really
Coffee bitterness is actually dependent on numerous things
- Roast of coffee - light, dark etc
- Cleanliness of machine
- The skills of the person using the machine
- Correct extraction process
- A good grind - achieved by correct tamping, dosing and a decent grinder.
Rita no offence but the "Please prove you're not a robot" thing you have to go through to make a comment here is a nightmare, the pictures are so so blurry and pixelated that they are near impossible to decipher!!! And I'm not a robot :)
BTW - Have never eaten at lotus eaters but have only heard bad things about it... Not a friendly place. Stick with RVL - they are friendly and are good at what they do.
"if you did not eat how can you pass comment?" shows the attitude of the business owner... And the answer to her (?) question is quite easily really. Doesn't matter if the cakes are baked every two days - if they look dead then that's how they look - dead - irelevant of when they were baked.
Comment RE coffee was perfectly valid IIRC.
Anon 4.55 - I didn't realise what a nightmare it was to make a comment on this blog! I'm SO sorry! I hate it when I come across blogs with that on them, so totally appreciate where you are coming from. I have tried to rectify this. Could someone please tell me if it has taken that word identification thing off?
The attitude of this business owner is one of pride - of what we do as a group of hard arse workers - you think it is wrong of me to have a reply? I merely said what we do as a business which is to clean the coffee machine everynight - therefore it is never dirty and that our cakes our baked and sell within 2 days - therefore no refrigeration - If someone is making comment on the food I would have expected them to have eaten with us - and again another who says we are unfriendly - has never eaten at the Lotus - c'mon get real!
Thanks Rita, all gone :))
As an employee of the afore mentioned lotus eaters,(if I may comment!! I've also never contributed before, but given this is an article discussing online feedback I will!) I take great joy in putting plates down in front of folk like you-people a little suspicious, caught off guard by a busy, sometimes unconventional cafe out in the country. it's a delight to watch their faces light up, and to hear of their eating experience later. The menu changes daily, and is smaller than some because we cook it from scratch,with great ingredients and with love. Possibly not your cup of tea though, by the sounds of it. Cheers for the feedback, we are listening-and for the forum Rita.
yeah, i've read some bad things a few times about LE. But pretty hard to get a seat at lunchtime! Always full of people cleaning up their plates. bloody weird.
Wow! I have only ever had great coffee from the lotus. And really tasty food, were the dumplings on the menu when u went? they are always yum & so fresh. And I have to say I have not tasted better cakes, their vanilla cheesecake is amazing! So sorry you had a bad experience, they do get exceptionally busy on the weekend especially on cygnet market day, but I find it is always worth the wait. Congratulations lotus eaters on being there, I love what u do!
Robot!
"We are listening"
Quite.
And ever vigilant for any whisper of criticism, no matter how faintly it flutters.
Oh the angst.
this site is obviously anti LE and pro RVL and obviously promoted that way. Not sure why. Both are fine cafes.
As someone who writes about the hospitality industry for a living - and who lives in Cygnet - I have to say that the criticisms of the Lotus Eaters Cafe are so far off the mark as to be laughable.
"Anonymous" - how very brave, doesn't make a reservation but is annoyed when the LE is busy.
Their cakes are all freshly made - and rarely last more than a day. I've never seen a "tired looking cake". You clearly must have some other agenda you are trying to push.
The menu changes daily and utilises fresh local produce - hence there are often long queues, which the extremely friendly staff manage with panache.
Cygnet is fortunate to have both the Red Velvet Lounge and the Lotus Eaters - two very different eateries but both delightful in their own way.
To criticise the food and service at an establishment where you have not eaten is just downright absurd - and Rita, once again some of these comments are sailing dangerously close to the wind legally.
If "Anonymous" would care to identify themselves maybe we would learn exactly what their real gripe is - because we regulars like the LE just as it is.
Winsor Dobbin
To both Anon 9.17 and Winsor - I would like it noted that I do NOT have a gripe against LE. The one time I have eaten there was grteat, and I believe I couldn't speak more highly of it. Yes I have written much more about RVL, because it seems to be more often open at the times when I have gone to Cygnet to eat. I have gone to LE's three times since my original visit, with the specific intention of eating there, but each time they have been closed for some reason or other. I have no issue with that other than that I would have loved to have eaten there again since last time.
Winsor - people do get quite frank in expressing their opinions but I think they're well counter-balanced by LE fans who are quick to defend. As for me, as I said, I look forward to my next visit there.
Whats laughable is the reactions on this post to some minor criticism of a cafe. Last time I checked it was still not a crime to speak your mind. Its also hilarious that the person who commented apparently has 'some other agenda' and by identifying themselves this will reveal what 'their real gripe is'-priceless!
What if what they said is all they meant to say?
If the menu does not appeal to someone then surely its OK for them to say so without being vilified and bullied by people who are obviously mates of the LE.
It highlights for me how petty minded some of your commenters are Rita.
They didn't like it, it was not their cup of tea people! Get over it-the only conspiracy is in your heads.
I love going to the Lotus Eaters whenever I can. I know that they are closed on Tues & Wed, as they have been for years! I don't know anyone who works 7 days-a-week, do you? The girls there are fantastic, no I don't know all of their names, but I can't fault any one of them. It's a small & fabulous cafe with the best chai tea I've ever tasted. I always book ahead to make sure I can get a table, as with anywhere I dine. Also, RVL is great too, why is there a need to compare the two, can't we accept that Cygnet has something special going on and leave it at that?
I love reading your blog Rita, its always entertaining to see how insecure chefs are and their constant craving for their egos to be stroked! Keep up the balanced work,
regards BB
The staff at the cafe in question have a habit of attacking people who dare to question the food or service and on one occasion followed a lady outside and screamed at her because she didn't like the curry!
Maybe friends of the cafe don't get treated this way but others apparently do.
There are no chefs at the LE they are all self taught cooks - just having their right of reply - looking after their business, and defending their livelihood - I doubt any of them need their egos stroked!
This is the last time I make comment on this post - about the curry you know nothing - you do not know the conversation had by customer and staff. Again someone talking about something they don't know about. When my staff told me that these people were not happy with their curry I told the girls to refund them - they tried to find them down the street but could not. I Giselle was the person who discussed the issue with these customers - and there was No shouting. Get your facts straight before you post. What habit? and I just don't get this friend thing - we are a local cafe - serving people day in and out - you build relationships with your clientele - what do you want us to do? I have replied to this comment because again it is written by someone who does not know what happened. I also really believe that posting this misinformation is unfair and futile.
I believe Giselle, see comment above, has a valid point. Everyone who has an opinion on the matter has had the opportunity to air it, and I think we have exhausted any possible further comment on it.
The reality is, Rita, that a lot of the people (or one person pretending to be several people) making comments on your blog are downright idiots.
When their imbecilic comments are questioned they absurdly accuse the person they disagree with of having "vilified and bullied" them.
It is not possible to have a rational conversation with people this stupid.
'A lot of people making comments on your blog are downright idiots'
The irony of that last comment is priceless!
Dear "Anonymous". Let's get a few things straight.
I am a professional journalist who has travelled widely, has written about the hospitality industry for 25 years and been published globally. I have a first-hand knowledge of the restaurant in question. I am also happy to put my name to my comments.
You are a cowardly keyboard jockey using multiple identities and unwilling to identify yourself. You admit you have not eaten at this restaurant but are willing to throw around derogatory comments you "have heard" and to incorrectly use terms like "vilified" and "bullied" when you are engaged in debate.
You have no credibility and are making an absolute fool of yourself. But I suspect that is nothing new.
"I am a profess......"
ZZZZZZZZZZZZZZZ
What a world we live in - you who can not name yourself - willing to sour those who present themselves - Giselle and Winsor - I as an owner of a small cafe and Winsor as a well worn journalist - I am amazed at the cowardice and inability to have a conversation - but after the day I had today nothing surprises me!
Rita, do you get paid for your comments?
Anon above - why do you ask this question? The reason I started this blog was so I myself could express opinions about local restaurants, food etc, as all of us have a right to do. Having a Comments page (ie this page we're on here now) which blocks no one from commenting, also infers to me that I am inviting anyone who wants to to comment, within reason.
So - in answer to your question - no, I very much don't get paid for my blogging or comments! Wish I did, as it would make life so much easier for me!
I have been reading this back and forth for some time now and venture out (albeit carefully) with my two cents worth. Social media has it's place but when deciding on where I want to eat I make the most valued decision of all - my own. Not everyone has the same taste so therefore we might like different types of foods and eating experiences. I do read blogs, reviews etc but I base my final decision on my experience and mine alone. As for the LE vs RVL rants, all I can say is that each to their own. For every person who doesn't appreciate one establishment there are others that do. I don't often go to Cygnet but have place both of these cafes on my list of places to eat, because I want to make a decision. As a grown up I have a right to do that. Social media is just a guide... nothing more. And I will say my name... because I value my and your opinion.
PS Good to see Rita back enjoying what she loves...
Typical question from someone who feels like the world owes them something.
And Anonymous too,anyone out there asking for them to sign their name? Didn't think so
Play the man or in this case the woman for simply putting a forum out there available for everyone to use. A forum in which people can share their views which sometimes can and are opposing.
A vocal minority feel that someone was wrong by saying what they thought about a holy cow cafe does not make it OK to lock their target on the blog administrator.
What a world we live in? Yes, hopefully a world where people can experrss themselves freely
I was there that night at the NS.
The attitude of the customers was appalling.
They deserved to be asked to leave.
There are no rules to social media and the NS can choose to respond or not how they choose.
Good on them for removing these annoying patrons.
We don't want jerks like that in our pub!
Al and his staff offer the best service in Hobart and respect those who deserve it.
It's not anyone's right to expect service from a private business.
The rest of the patrons there that night were glad the group was asked to leave.
We run a popular café. Most of our reviews are positive, some are even glowing and on occasion, like everyone else I suppose, we get some negative feedback.
I can handle this.
What I cant handle is blatant untruths written by people who use sites like Tripadvisor, Urban Spoon and Google reviews to mercilessly bag a place. I suspect that this type of smear is often from our nameless competitors. Why do I come to this conclusion? Because every time we get a negative review, our competitors seem to get a favourable one. This has happened five times where our review and one particular place have been published on the same day. There have been three times when complete lies were written about us and its very disheartening that people are able to write this stuff without being held accountable.
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