The Shinto Experience revolves around the guest experience — and we can only provide the best possible experience by listening to our guests. At Shinto, we take the time to listen and learn from our customers, adapting to their needs and finding ways to better improve our service. We are constantly paying attention to reviews on Facebook, Google, and TripAdvisor, and our servers and managers talk directly with guests in the restaurant to get feedback, both positive and negative.
The Importance of Customer Feedback
On our page, we currently maintain 4.65 stars with a total of 2,261 reviews. That’s great, but we know it could be better. We can maintain and improve upon our high ratings through the feedback of our valued guests. If there are problems that arise that we don’t know about, we can’t fix it. And no one is more aware of issues than the customer.
Consider a customer who books our restaurant through a third party site and then finds that they did not have a seat reserved when they got there. That would make for a very negative experience for that customer — but unless we know about it, we can’t investigate and ensure that the other site is reporting our bookings correctly.
Alternatively, consider a guest who experienced a less-than-kind server. It happens. Unless feedback is received based on that server’s performance, management won’t know that customers are leaving unsatisfied. The problem will never be dealt with, and the experience as a whole will suffer. Reviews and feedback are a way for us to find out about these problems, and this is why it’s important for us to receive reviews and not just stars.
We Can’t Be Perfect Every Time, But We Try
At Shinto, we understand that there are menu items that won’t be a hit and that there are just some off nights. When we receive a negative comment or a bad review, our first thought is: How can we do better? We want to start a dialog with our customers about what happened and what went wrong. This allows us to build the personal relationships that we find so important.
When operating a restaurant, it’s important to know what customers are looking for and what they expect. Not only is customer service important, but culinary tastes and trends evolve. At Shinto Japanese Steakhouse & Sushi Lounge, we want to ensure that our customers are always getting what they wanted and expected; after all, the customer is always right.
We want to hear about what you liked and what you didn’t like about your experience. We are constantly looking for the opportunity to improve, and we believe that there are always areas for improvement. If you want to learn more about Shinto or give us your personal review, contact us today. We’d love to chat with you!