There are bound to be he-said-she-said situations in the service and hospitality industry. So, when a customer writes a bad review and their story doesn’t match what your employees report happened, who do you believe? Yianni, Nikos, and Nick are answering questions, including:

• Is the guest always correct?
• Does reading reviews cause restaurant owners to get distracted from their work?
• Are you more likely to believe a guest or your employee when their stories don’t align?
• How should you respond to a negative review?