If I walk into a favorite retail establishment or restaurant that recently received a bad review online, I can't imagine taking it upon myself to warn them. It's not my business. The only possible reason to bring it up is to gain favor and I'm not looking to gain favor in that way.
Originally Posted by Booth
I'm addressing the restaurant analogy directly. How it pertains to the ECCIE situation is only in the context of the analogy.
Perhaps because of my experience in, with, and around privately-owned bars and restaurants I am particularly sensitive to the economic damage that can be done by bad word-of-mouth. So, for those establishments that I like and am somewhat of a regular I would pass on a general idea of any bad experiences/rumors/discussions I was aware of, in the course of my naturally having contact with the people at the establishment. If I repeatedly heard talk that a favorite BBQ joint's brisket wasn't as good as it used to be, the next time I was in I would mention that concern to the owner/manager, so they could address this negative public image in whatever way they saw fit. I don't spend much time reading on-line restaurant reviews, but if I saw a complaint about the over-priced/low-quality guacamole at one of my favorite Mexican places I'd let them know about the complaint the next time I was there. I want these places to be successful, so I want them to know about any information that could hurt their business.
I can think of at least two places that I would actually make a phone call to let them know about particularly bad word-on-the-street. These are places I have been to frequently and where I know and like the owners. At one place I know the owners name only because her kids happen to participate in some of the same activities as mine. At the other I only know their names because it's printed on the menu and I'm sure they don't know mine, but they recognize me, I recognize them and we have a friendly chat when I am at their place. For me, concern for their well-being is enough to go out of my way to give them a heads-up.
At one of these places I sometimes get a free sample of a desert or salad they are trying out so I can give them some feedback. Or occasionally an appetizer on the house if it's the kind of thing that doesn't keep well to the next day and they made up more than could sell. So I suppose they might choose to give me free meal or a free drink the next time I was in. But that wouldn't be my motive. At the other place I've never received any sort of deals or specials and would not expect to.
Again, I'm talking about me and restaurants. How any of this relates to the specific provider and clients in this situation is only by way of analogy.
hehe
