Solve the problem of bad reviews…forever!
In the world of business, one of the most crucial pillars for success is being exceptional at something specific. Whether it's a signature dish at a restaurant or a standout product in retail, you want to be known as the go-to place for that particular offering. This story highlights exactly why that matters—and how one restaurant solved the problem of negative reviews for good.
When I work with restaurants, one of the first things I do is read their reviews. These can be gold mines for understanding where a business might be going wrong. Over the years, I’ve read thousands of reviews—some insightful, many quite harsh.
One day, I decided to dive into the reviews of a Michelin-starred restaurant. You know the type: $600 per person, with reservations booked months in advance. I was curious to see what people were saying about a place held in such high regard.
As expected, there were plenty of detailed reviews about the food, service, and overall experience—mostly very positive. But what shocked me was that 99.9% of these reviews focused on one thing: at the end of every meal, the restaurant gave diners a complimentary box of homemade granola to take home.
This simple, thoughtful gesture left such a lasting impression that nearly every review mentioned it—often with glowing praise. Even if a guest wasn’t completely thrilled with the food or service, this free gift of granola created a positive association. It was a delightful surprise after an expensive meal and left people feeling appreciated.
By nailing this one thing, the restaurant virtually guaranteed a positive note in every review. It became part of their identity, something they did exceptionally well.
So, as you think about your own business today, ask yourself: What’s the one thing I do really, really well? Focus on that, and make sure it shines in everything you do. This can be the key to surprising and delighting your customers—and ensuring they always have something good to say about you.