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Restaurant Responses to Questions on Facebook


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Not About Food

Restaurant Responses to Questions on Facebook

Jetgirly | | Oct 7, 2011 06:28 PM

Yeah, yeah, I'm a vegetarian.

A new restaurant opened in my city and I was interested in eating there tomorrow night. Their menu isn't online, so I posted on the related Chowhound thread to see if anyone had seen whether there was a vegetarian option on the menu. I then went to the restaurant's official Facebook page, where I saw someone else had asked the same question on the Wall. A third person chimed in on the Facebook page and asked about vegan options. Both queries were written politely.

Instead of responding, the restaurant deleted the question. I learned from Chowhound that there wouldn't have been a vegetarian option if I'd gone.

What do you think is better customer service- politely replying to the thread to let people know there isn't a vegetarian choice, or deleting the question? (It seems rather obvious to me.) What is the advantage of deleting the question? Answering lets vegetarians know they won't be able to eat there. Not answering means vegetarians might show up and check out the menu, but they still won't be able to eat there. However, they might be a little peeved that they bothered walking or driving all the way there to find out. And frankly, by deleting the question, it makes me wonder how they would respond to any questions posed by diners in person.

This wouldn't just apply to vegetarians. It would be the same for an allergy or even a preference, in my opinion. "Do you have a chicken entree?" "Can you cook something without dairy?" "I hate tomatoes- do you have a dish without them?" What's the harm in answering no, if it's the truth?

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