Chapter 2

Is a bad review an insult, or kitchen data?

Đánh giá xấu là chuyện thể diện, hay là tin từ bếp?

The chapter's question

What are the last thirty reviews telling me about the kitchen?

Big idea

Reviews are operational data, not a matter of honour.

In this chapter

  1. Part 2.1

    Reading by Theme

    When I group the complaints, how many themes are there?

  2. Part 2.2

    Replying to a Bad One

    In what words do I reply to a one-star review?

  3. Part 2.3

    When to Ask

    At which minute of the meal is the customer happiest?

  4. Part 2.4

    Fake and Real

    By what signs do I tell a genuine review from a staged one?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Shop People Talk About is free to read right here.

Read in Conan School

Chapters of The Shop People Talk About

  1. 1.What do people remember about my place, if anything?
  2. 2.Is a bad review an insult, or kitchen data?
  3. 3.Do diners choose with their taste, or their eyes?
  4. 4.What draws guests more: discounts or kitchen stories?
  5. 5.Is my ad spend an investment, or just a habit?