Don’t always find an excuse to subjective opinion.

I prefer not to recommend my clients to measure on subjective information – instead, only find out some facts / info, but not measure! Hospitality, smile and friendliness and so on. People are different so they should not be measured in the fixed same scale on issues that might involve to their personality.

Consider this….

In a mystery shop report, our mystery shopper says..

“The staff was attentive on taking my order, she did everything completely to get the job done but she was not so cheerful, but give impression of tiredness all the time”

“The drink was so poor, it was too watery and I felt almost no taste of the coffee in my drink.

This could be two sides of a coin. One when you have realised this information is subjective opinion from a person towards another. You could not be so sure or trust our mystery shopper’s judgement, so nothing to do with the server or the chef here, not their fault actually and just throw away this info and no any action needed. My barista could not do a glass of drink that satisfies everyone…

On the other side, never ignore this kind of information, you deal straight forward with the issue, pass through the feedback to FOH and find out what happen and see if this could be better – still no measure!. Brought the issues up in round table meeting an widely discuss how your front line staff and managers feel about it.

Which side of the coin to choose?