http://www.chicagotribune.com/features/lifestyle/chi-0305-commandments-vettelmar05,0,5943482.story by | Tribune critic pvettel@tribune.com
5. Hearken to thy feedback. Worse than any service misstep is the sense that complaints are being ignored. If a customer has a valid complaint, own up to it, make amends and do whatever you can to turn this negative into a positive. And pay attention to other customer comments. “The best thing to happen to us is the customer comments from OpenTable.com,” says Alex Dana of the Rosebud Restaurants Group. “They send them in like you wouldn’t believe, and I hold my workers accountable.”
