Oct
18
I had a really nice exchange today with a woman who came in just to shake my hand and tell me that the burger her husband brought her as part of a takeout order yesterday was the best she's had in years. She was really raving and heaping on the praise. I've had lots of people say stuff along these lines, and it's really nice to hear.But, of course, no matter how many people say positive things, I can't help but fixate on the few negative comments I've gotten.
One guy was pissed off even before he was halfway through the line on Friday. The line was out the door and he was yelling at me from way back there, finding fault with the fact that we weren't able to accommodate people as quickly as we should perhaps have been able to. And while it's true that we're not able to work through a line as fast as we'll be able to in a month or so, most people understand that we've just opened and are cutting us lots of slack. (Thanks for that, if this applies to you.)
Once this guy got up to the front, he gave me three separate orders, paying separately for each, and then ended up calling back twice to complain. I felt bad that he wasn't satisfied with the experience, but couldn't help but wonder if his negativity at the outset didn't more or less guarantee that he would end up disappointed.
It's a fine line to walk. Yes, it's true that for the moment, we're probably understaffed when the crush comes and the lines are out the door. But my guys are learning and with repetition, we'll get faster and more efficient, and the same number of cooks will soon be able to handle those lines much faster. So, do I hire another person or two, and then let them go once we get faster and smoother? That doesn't seem very nice or fair. Or do I muddle through with what I believe will ultimately be the right number of employees, creating some long lines at peak lunch hours and perhaps alienating some customers?
Then today, I found a couple reviews of us on Yelp, and rather than be happy about the two fairly positive ones, I'm obsessing about the negative one, which the guy also Twittered.
So, even though there's been plenty of good--and I'm fully aware that there's no way public comment is ever going to be 100% positive--I'm finding myself being overly sensitive to the bad. It's a dangerous tendency because when one person says something--that the food's too salty, for example--my response is to OVER react to that specific criticism, instruct my cooks to scale way back on the salt and pepper, and then what'll inevitably happen is that we'll start getting comments that the food is bland and flavorless. Either that, or I'll end up telling my employees one thing one day and then telling them the opposite the next, which will result in them losing confidence in me and eroding my authority.
So even though my head knows that we're doing things right, that we can't possibly please everyone, and that the vast majority are giving me big thumbs up as they wipe the juice off their chins, I can't help but get somewhat emotional and panicky as a result of every negative comment that I hear or read.
Not sure what the solution is, other than to smile, apologize, and be gracious, take the advice for what its worth (some of the criticism is, of course, valid, and offers opportunities for us to improve), and just keep doing what we're doing knowing that we're getting better every day.
Beyond that, I guess I just need to grow a thicker skin. Or stop doing web and Twitter searches and finding this stuff.
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Here's a little unsolicited advice from someone with absolutely zero restaurant experience:
Don't take it personally.
Remember that you can't be everything to everyone. Some people just aren't going to be into it. If some people don't like the food, it's just not for them. If EVERYONE doesn't like the food, then you've got an issue.
Respond to service complaints head-on. If someone gets a screwed up order and you personally take care of their complaint, you've got a good customer for life and tons of good word-of-mouth.
Don't read Yelp. Seriously.
Welcome to the neighborhood!
Stopped by last night around six pm & saw a dark storfront & a sign posting the hours: 11:00 to 4:00pm
please stay open later
I'm heading up to Evanston this weekend and definitely want to stop by. Any chance you could let us know what your hours are?
horrible burger
As a guy who owns a small business, I reccomend you hire more staff than you need. Some will inevitably not work out. Either they won't like the work, or you won't like their work, or one will get another job, or go back to school, or move, or any of 100 things. Either way, it will be nice to not have to scramble when that happens. Plus you could use the extra hands now. The service business is all about staffing. Over hire at all opportunities. It all shakes out in the end. . . if you can afford it in the meanwhile.
And I can't wait to try one of your burgers!
I ate at your restaurant today, and while you clearly have a few kinks to work out in terms of handling the lunch rush, you make a pretty fucking good burger and fries and sell them at a reasonable price. I think you just put a few other burger joints on notice.
Keep up the blogging too. It's great to read about your experience getting up and running in Evanston.
I hope you are going to be open for dinner sometime soon. I have some friends visiting from out of town...and the reviews of your burgers have been stellar. I wish dinner were an option.
Negative comments / complaints - the customer is always right they say. Learn from them (even negative comments are useful - at least you know what to put right) and then move onwards and upwards!
Based on a few items I've had from you I think the complaints about saltiness may have more to do with inconsistency than with your target seasoning level. So stick to making things the way you want but work on having everything come out that way every time.
I agree that the griddle burger is a great option. I had a the double griddle burger with cheddar and it was fantastic -- plenty of meat and I got it faster.
The Polish was also awesome -- best grilled onions I've ever had.
I'm one of the people who reported that the burger was too salty. Based on what I saw, I think it was because the cook was a little enthusiastic that day, not that there's a flaw in the approach.
Keep up the good work.