I’ll start with the advice. Be careful about responding to angry reviews.

Now for what happened.

Here’s the review of Nick’s Riverside Grill. Not flattering. But, not a business killer.

“NEVER GO AGAIN!WORST SERVICE!I went there for happy hour and they hold my card at the bar. Charged me two drinks and more while I only ordered one hh drink. I asked the bartender, he said he didn’t have the right to change the bill and asked me to call the managerlater since he’s out. I called and they just said manager is really busy and will call me back. As u can figure, no call at all. And they post the charge without my signature! I didn’t sign the bill!! If u swipe my card wrongly for someone else, I’m not the one paying for it.”

The management replied that the poster had two drinks because she was hard to forget.

“Out of compassion and being decent human beings we did not charge you a waste removal fee. We were trying not to cause anymore embarrassment or humiliation to you. But after receiving your phone call and seeing this review on yelp, we feel we are justified in defending ourselves. The fact of the matter is you lost control of your bowels in the middle of our restaurant, and you proceeded to sit in it for the remainder of the evening, making more of a mess. We had to reroute our other patrons so they didn’t walk through your mess, causing quite a scene. You then proceeded to throw your underwear away in our trash can and our poor manager working that night was left to clean up your feces.

So for you to have the audacity to leave this review when we went above and beyond to make sure you were taken care of is petty and ridiculous. We hope in the future you will think before you act. We would be happy to refund your entire bill with the understanding you will never return to any of our establishments until you are potty trained.”

I bet you’re guessing that was the end of the matter.

Wrong.

The reviewer said the defecating patron was someone else and the accusation was a case of mistaken identity.

“It was merely a coincidence that I was at the bar the same night as this other girl, who I feel bad for since she is also being publicly dragged through the media.

I just wanted to clarify that I’m just a dissatisfied customer who is now being accused by this establishment of being someone that I’m not, saying some very nasty things about me and also insulting this other girl who could potentially have serious health issues.”

The owner re-replied that they had the reviewer’s face on camera.

Well, it turns out that the restauranteur was mistaken. The pooper must have been someone else.

“I also stand behind

[my employees] and believe this was an honest error and not meant to be anything other than an expression of disbelief that someone might lash out at our establishment considering the above and beyond the call activities that were necessary due to another’s situation. And certainly was not expecting the story to be a headline.”

Before you sling mud (or feces), make sure you have the facts right. More importantly, take the high ground if and when responding to reviews. This matter could have been settled with minimal fuss.

And, in healthcare, don’t forget HIPAA.

  •  
  •  
  •  
  •