Orr is in the dining room to hear the comments. He likes praise but finds it’s equally valuable to hear negative responses. “Then, I can try to fix [the problem],” he admits. In his opinion, diners who leave a restaurant without expressing a negative experience are more likely to discuss it with others — possibly with people who might be dissuaded to try or return to the restaurant. “Give them a soapbox to air their complaints in the restaurant, and they are less likely to gossip around the watercooler the next day,” Orr asserts. Customers who are satisfied that the chef cares about them are more likely to remember that positive reaction instead of the initial disappointment.
