A restaurant manager from Manchester brandished a hen party ‘cheap, chav trash’ after they complained about their meal on Facebook, it was reported on Tuesday.
47 King Street West, situated in the city centre, chose to fight fire with fire after wife-to-be Melissa Grogan-Morgan lambasted the service at the restaurant on the popular social media site.
The restaurant’s official account ranted: “The chaviest, worst, most vile people ever to grace our restaurant. Wouldn’t know fine dining if it slapped them in their ugly faces! What absolute trash they were. We pity the groom!”
Few would argue against the point that this particular restaurant suffered a rather embarrassing melt-down in abusing a customer in such a way, but should restaurants have the freedom to respond to critics in a slightly less vitriolic manner?
Does the ease that websites such as TripAdvisor offer to critics – and the lack of accountability therein – mean that customers are overstepping the mark when discussing individuals’ livelihoods?
Is the customer always right?
MM took to the streets to find out the public’s view on the matter.
Claire Williams, a 32-year-old Hospitality manager from Stoke, thought that criticism is part and parcel of the restaurant business.
She said: “I’ve worked in hospitality all my life and, believe me, the customer is always right.”
When asked whether, as a manager, she felt that she should be allowed to respond to critics, she replied: “Not a chance, they should be more thick skinned or get out of the business.”
CUSTOMER IS ALWAYS RIGHT: Claire Williams said critiscism should be expected
Her friend, Stacey Hill, 28, was quick to criticise the actions of 47 King Street West.
She said: “The owner of that restaurant should be ashamed.
“A hen party should be one of the happiest, funniest times in your life, and this idiot has said those vile things after his business ruined her day.”
MMU students Charlie and Reece, both 23, had sympathy for eateries, with Charlie revealing his contempt for TripAdvisor in particular.
He said: “TripAdvisor does my head in because half the people on there have never been to the restaurant they’re writing about!”
“They didn’t handle it very well but I can imagine how annoying it’d be if they’d messed you about then went complaining about you on Facebook,” Reece agreed.
SYMPATHY: Charlie and Reece said the restaurant had a right to be annoyed
Greg Smith, a 53-year-old vet from Chadderton, believed that paying customers had every right to complain.
He said: “At the end of the day you’re paying for a service – if you don’t think that service was very good then why shouldn’t you criticise it? Without customers there are no restaurants, so of course they’re always right.”
CRITISCISM: Greg Smith said customers had a right to an opinion
Students Vicki Chapples, 21, and Kate Mellor, 20, both work in restaurants, and they told how they would jump at the chance to hit back at unpleasant customers.
Miss Chapples said: “I’ve been working in a restaurant for over a year and the way some people think they can talk to you is disgusting. One man called me an ugly lesbian a couple of weeks ago. I’m not even gay!”
Miss Mellor continued: “Yeah, like once I was told I should get a new job and I’d have loved to have told them to find a new restaurant! I’d love to be able to react but it’ll never happen – they’re paying my wages at the end of the day.”
UNPLEASANT: Vicki Chapples said some customers were unecessarily rude
Fellow student Jason Kelly, 23, supported the restaurant’s actions.
He said: “I think the guy sounds like a legend. People will think twice before slagging off his place again!”
Meanwhile, Lynne McGrath, a 48-year-old secretary from Denton said: “I love writing reviews and I think there’s nothing wrong with it as long as you’re fair.
“I certainly wouldn’t be giving that place a second chance if they did that to me though.”
Medical student Alamin Uddin had a word of advice for restaurateurs thinking of following the 47 King Street West approach.
He said: “Reacting like this is only ever going to affect your business negatively.
“I think you should take criticism and learn from it so that the next article written about your restaurant is positive.”
CONSTRUCTIVE CRITISCISM: Alamin Uddin said restaurants should learn from negative reviews
