No restaurant likes getting a negative review — especially one as emotionally charged as this detailed account of a Mother’s Day gone wrong, posted in Jozi Restaurants – The Good, the Bad, the Ugly group on Facebook.
But within every complaint lies a goldmine of insight. As restaurant owners, the job is not just to serve food, but to create memorable experiences. And sometimes, the most powerful improvements come from the hardest feedback.
Here are seven takeaways from this recent Mother’s Day review that can turn a bad experience into better business practices for your restaurant.
1) First Impressions Set the Tone
The guest arrived at 11:00 a.m. to avoid the rush, only to find tables still dirty and unset. This signals disorganization and lack of preparation. The first few minutes of a guest’s arrival are crucial. Ensure that the dining area is spotless and welcoming before doors open — especially on high-traffic days like Mother’s Day.
Action tip: Assign a pre-opening checklist to your team that includes resetting all tables, double-checking bookings, and confirming staff availability.
2) Communication is Everything
Guests waited 15 minutes for menus, 45 minutes for drinks, and nearly 2 hours for food without proactive updates. Even when service is slow, regular communication reassures guests that they haven’t been forgotten.
Action tip: Train staff to provide regular updates on order status. A simple, “Your food is on its way, thank you for your patience,” goes a long way.
Related: Top 7 Characteristics of a Successful Restaurateur
3) Adapt to Young Diners and Special Requests
A babycino with cinnamon might seem minor, but for a toddler, it made the drink inedible. Small details like this matter to parents.
Action tip: Equip your team with clear protocols for serving children. Consider a “kid-friendly” note on items or allow for complete customization of children’s drinks and meals.
4) Understaffing is a Red Flag
With only two waiters appearing overwhelmed, it’s clear the team wasn’t equipped for the day’s demands. Holidays require all hands-on deck — and extra training beforehand.
Action tip: Hire temporary staff for busy days and provide a quick “day-of” prep meeting to review service flow and responsibilities.
Related: Strategies to Attract and Retain Restaurant Staff
5) Front-of-House and Kitchen Need to Be in Sync
The owner blamed the kitchen; the kitchen couldn’t explain the delay. But to the guest, it’s all one restaurant. Disconnect between FOH and BOH can derail the whole service.
Action tip: Use a ticketing or POS system that allows real-time tracking of orders. Encourage a team culture where FOH and BOH communicate clearly and respectfully.
6) Create Magic on Special Occasions
The reviewer hoped for a small gesture — a rose, a glass of bubbles. It’s not entitlement, it’s expectation. These thoughtful touches elevate an experience from “meal” to “memory.”
Action tip: Have a plan for holidays. Pre-set complimentary items, themed décor, or personalized cards can make guests feel special without major cost.
7) Apologies Matter — But So Does Recovery
The owner offered complimentary treats after the complaint. That’s a start, but it wasn’t enough to salvage the experience. Timely intervention earlier in the meal could have helped prevent the meltdown.
Action tip: Empower managers to spot and solve problems before they escalate. An unexpected delay? Offer drinks on the house, check in, and keep guests informed.
In closing,
Whilst no one wants to be the subject of a bad review, this one is a masterclass in what not to do — and how to turn mistakes into momentum. Every table is a chance to earn loyalty or lose trust. By using feedback as a tool for reflection and growth, your restaurant can become not just good, but unforgettable.
Take the criticism. Make the change. And next Mother’s Day, make sure your guests leave with full hearts and fuller stomachs.
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Ian Said, founder of Ideal Software, a software company specializing in PointOfSale and InventoryControl designed exclusively for the Hospitality industry. Follow him on X @costofsale and @Ideal_Software
