I work as a graphic designer and more recently a photographer. I trade service for cash. I might not be in “THE service industry”, but I certainly offer a service. I receive critical feedback from my clients all day, every day. It’s part of the job. Many clients want their projects to look how they want it to look. It’s not about me.
“Change the colour, make it more sexy, can we try this font?”
“Sure of course we can try that, that’s a great idea, I’ll send a new proof shortly.”
I would never attack a client for their feedback on my work. Ever. Not in private, not in public.
When Mr Duffy responded, he asked the woman to send through a photo of herself, so he could tell his staff what she looked like.
“This will help us very much, making you easily spotted will make it way easier to tell you to f*** off in person…”
That’s why I was horrified at how a Wellington burger owner took private constructive feedback and turned it into a very mean, very public online rant.
Pride vs ego
I totally get how feedback can be hurtful when you are proud of the work you have produced. I’m usually proud of my work. That’s a good thing. Be proud of what you do. It would be easy if my clients never wanted corrections. But if no one is attacking your person, put on your big girl pants (or big boy pants) accept the feedback on your work and learn from it. We don’t all have the same ideas and tastes and that is a good thing.
Feedback helps us to grow. You can disagree with your clients, but fine, move on. Don’t attack them. No one cares about your ego. Getting shit off your chest sure feels good so if you have to rant, do it with a trusted friend and a bottle of wine. In private.
Everyone is a critic
There has been a lot of backlash lately from businesses who disapprove of public feedback. Now it seems that they also don’t want private feedback.
I read professional reviews but let’s face it, restaurants know who our local writers are and what they look like. Hell, even I know and it’s not my job to know. If Peter Calder, Nici Wickes, Catherine McGregor, Simon Wilson or Jesse Mulligan walk into your dining room you make sure their night goes well. Very well. A recognised reviewer’s experience at a restaurant is not the experience the rest of us can expect. It’s not right or wrong, it’s just the way it is.
I enjoy reviewing restaurants because I freakin’ love food. My reviews are overwhelmingly gushy and positive. My latest two reviews on Zomato are 5 out of 5. If businesses don’t like the platform, they’re are being foolish.
I love reading reviews written by fellow foodies. I’ve made many food decisions based on good reviews. Good reviews can be a restaurant’s best marketing tool. If you have one bad review in a pile of good reviews, it doesn’t hold weight. Anyone with brains can see through it. If all your reviews are bad, you might be doing something wrong. No one is perfect. Figure it out.
If you’re interested in reading some of my reviews, good and bad, check out my page on Zomato here.
Bunny Eats Design 
Agree with all of the above. As someone who could choose between a cheap but good burger at Ekim or a good buy pricer burger and Grill, Meats, Beer a few doors away, I would now always choose the later.
That’s just awful, what a short-sighted a-hole. That woman should report him to your health department. Food poisoning is very serious and can result in long term health issues.
I was completely confused about this whole situation, as I really didn’t understand what the process had been from one very polite, almost apologetic, private message from a customer to his full-on attack and rant. While I don’t disagree that the hospitality industry is a stressful job where you do have to deal with many rude and obnoxious customers (I currently work in hospitality occasionally,) by no means was his attack on what I feel like was probably half his customers called for in any way. Like you said, he could’ve had a bit of a rant to his friends or work mates whatever, but there was no need to make it public, or a statement could’ve been made in a much much more professional way. His rant just makes him looks slightly childish and a bit idiotic.
Pretty much, I don’t understand his reasoning for doing what he did. He raises fair points about a lack of respect for people in the hospitality industry, but his attack was just so uncalled for. He took something so tiny and blew it up to massive proportions that I do not, and probably will not, ever understand.
Sorry to spew all my thoughts into the comment section haha but it’s something that I’ve been pondering all day and it’s nice to get it all out haha.
Seeing as I pretty much answer feedback and criticisms for 12 different hotels now, I can tell you that it is a painful experience to have to suck up your pride and just accept that people will crap on you no matter how hard you try to please them. Still, you’re never allowed to lose it.
Maybe this guy just dealt with several other much more severe critical feedback, and this one was the feather that broke the camel’s back.
But still, you’re not allowed to lose it. Get someone else to vet your reply, or do it later… never type angry. That’s social media suicide.
It is possible this was the final straw but that is no excuse. Sending messages or public rants while angry is never a good idea. I have some conversations that have never been written simply because I get worked up each time I revisit the scenario so saying nothing is better than saying something I might regret. As for your work I liken it to: you can be the best juiciest peach in the world but there will always be some people who simply don’t like peaches.
As Socrates once said: “Haters gonna hate!”
Wow. Just wow. He said that??? Douchebag.
I don’t care if it’s the best freaking burger in the whole damn world, I ain’t taking a single bite ever.
Food poisoning happens. Mistaken food poisoning or actual is not the point.
I worked in fine dining and we had the occasional complaint. Handled with aplomb and genuine concern and I wouldn’t judge him, but this?
Plain rude.