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Responding to Restaurant Reviews: Dos and Don’ts to Remember

November 23, 2019 by Tina Lee-Almazar | Tinaciouslee Leave a Comment

Customer reviews, regardless if they are positive or negative, can either attract or put off customers. That’s why as a restaurant owner, it’s so important to handle every feedback with grace. This goes especially for negative reviews; you want to handle the response in a professional, polite, albeit sympathetic manner. It’s hard but it will do your business a world of good if you can contain the problem rather than letting one snide remark get the best of you. In this guide, let’s outline the many ways of responding to restaurant reviews, negative or positive feedbacks alike.

Dos

DO Respond Immediately

Don’t wait too long before responding to a review, respond immediately! This goes especially for bad reviews, which spread like wildfire on social media. Research shows that 7 in 10 Twitter users expect businesses to respond to customer complaints in an hour or less. There’s no need to stay glued on the screen waiting for feedback, it’s fine to respond within 24 hours.

DO Apologize

Negative reviews are tricky to handle but apologizing right away helps control the situation immediately. Don’t be defensive with your response, avoid pinning the blame on other people or being passive-aggressive. Be sincere. Starting an apology with something like, “We’re sorry if you think we made a mistake with your order but…,” sounds condescending and it will likely hit a nerve.

Own up to the mistake, apologize, iron things out, and learn from the experience. A genuine apology that’s delivered professionally is enough to soothe even the most frayed nerves.

DO Solve the Problem

Saying sorry is not enough to prevent the same problem from happening again. Find a resolution so you don’t end up with the same mistake. Don’t be too quick to dismiss the complaint, avoid going back and forth answering every remark because an ugly exchange will only hurt your business. Respond thoughtfully, politely, and calmly.

Do what you can to find a resolution to appease the customer but if that’s not possible for some reason, acknowledge the issue at the very least. Most importantly, develop a set of best practices to generate positive reviews.

Don’ts

Don’t Give Excuses

Being defensive, denying that the problem exists, or giving excuses for a poorly done job will reflect badly on your business. If you are not acknowledging the problem, it gives the impression that you don’t care about 1) the customer service and 2) the customer feedback. Be sincere and straightforward if you’ve received a bad review and find ways to improve the customer service. If the customer is simply irate and you are not at fault, choose to take the high road.

Don’t Use a Canned Response

One way to make a customer feel like his or her opinion is not being taken seriously is by giving a canned response. Canned responses, no matter how thoughtfully composed, do not really do much in terms of solving the problem. Giving the same response to all negative reviews gives the impression that 1) you’re disregarding the problem and 2) you’re not taking action.

Don’t Engage in a Heated Exchange Online

If the problem is too complex to explain online, ask the customer to contact you directly. Anything you post on the internet lasts for a long, long time and engaging in an argument with a paying customer will hurt your business.

Apologize, explain the situation, and offer a resolution – in that order. If that does not work, find ways to avoid the same problem from happening again. Don’t argue with the customer or shame him/her by going through his/her social media accounts. Don’t block or delete bad reviews. Don’t plant positive reviews to hide the negative reviews. Set aside your feelings so you can respond in a calm and professional manner.

Filed Under: Creative Writing, Food

Review: Plaza Mocha Desserts and Drinks

March 31, 2018 by Tina Lee Leave a Comment

As much as I love all the delectable dishes that Plaza Mocha serves, I often go there for the desserts. Back when Plaza Mocha wasn’t the bustling cafe that it is now, I’ve told my then-boyf that their cheesecakes are so much better than Starbucks’ and years later, I still feel the same!

Today I’ll be giving a short review on some of the desserts I’ve tried at Plaza Mocha. Their menu isn’t consistent so some desserts may no longer be available. I’ll be dividing the reviews into two parts, desserts and drinks… and by drinks, I mean smoothies and frappes.

Avocado Cheesecake

Avocado flavored desserts are my jam, I’m crazy about it. That’s why I was so ecstatic when Plaza Mocha came out with their avocado-based desserts! This seasonal cheesecake is good. I love the combination of caramel sauce and the smooth, creamy cheesecake. Love the avocado bits with every bite. Plaza Mocha never scrimps on the ingredients.

Unfortunately, I was able to sample the creampie first (review below) before the cheesecake version. I like the creampie better, to be honest. The avocado cheesecake’s flavor isn’t as pronounced.  Still, I would order this in a heartbeat just because I’m crezi for avocado.

Blueberry Grilled Sandwich

This is a sandwich made with three layers of toasted bread and a generous helping of blueberry jam and melty cheese. I feel guilty whenever I order this because I know how calorific this must be but lawrd, love the delectable combination! The mildness of the mozzarella cheese and the sweet-tart flavor of blueberries work so well together.

The bread slices were toasted perfectly so there is a satisfying crunch as you bite into the sandwich. The gooey cheese oozing from the sides, fantastic mouthfeel. This is one of my favorites!

Classic Cheesecake

Plaza Mocha’s classic New York Cheesecake is delightfully dense, smooth, and velvety. The strawberry sauce goes so well with the mild, milky flavor of the cheesecake and the slight tartness. This is my husband’s favorite flavor.

Guys, this is where it gets tricky, I don’t know the names of the cheesecake but I do know what they tasted like so bear with me.

Chocolate Yogurt Strawberry Cheesecake

This is more indulgent than your ordinary cheesecake, there’s a lot of things going on here. Strawberries and chocolate are a classic combination for a reason and this cake, it’s good albeit a little different from their usual offering.

But you know what, different is good. I like it when their pasty chef comes out with different desserts because I feel that she’s having fun with the flavors, you know? I love that the cheesecake base is not excessively sweet and the luxurious texture, terrific! The strawberry compote lends its own sweet-tart flavors into the mix.

Kiwi Cheesecake

This is one of Plaza Mocha’s rarer offerings and it certainly got us curious. Unlike the avocado cheesecake in which the avocado flavor barely registers, the kiwi cheesecake does taste like kiwi. This is my husband’s favorite!

It’s creamy, smooth, and it had loads of kiwi bits. I love kiwi the fruit so this cheesecake version is a real treat!

Blueberry Cheesecake

This is a classic cheesecake flavor and it’s honestly one of Plaza Mocha’s best-tasting cheesecake variants. It’s wholesome, familiar, sincere, and it hits the spot like nothing else. I love the generous smattering of blueberry preserves, which complements the umami flavor of the cream layer. Definitely worth a try!

Avocado Creampie

Without a doubt, the unicorn of all cheesecake flavors at Plaza Mocha, the avocado cream pie is so good. It’s hands down my favorite but dammit it, it never came back.

Now, some might say this is an ordinary cheesecake but the consistency is less dense, almost runny so personally, it doesn’t qualify as a cheesecake. You can see the tip of the cheesecake slice, it’s almost jelly-like.

I’ve always wanted to try Margarita Forés’ avocado cream pie, which she serves at her Grace Park resto. This could be the closest I’ll ever get to try Ms. Forés’ avocado cream pie.

Anyway, amazing flavors and texture. The cream base is smooth and soft but not soggy. The avocado flavor is robust, just the way I like it. There were bits of the fruit in the base too, which was a nice touch. I enjoyed this cake so much, I went back a few days later to order again but it’s been reincarnated as a cheesecake. And it didn’t taste the same. I was crestfallen! Bring this back dammit!

Chocolate Caramel Cake (?)

Dense, flavorful cake smothered with a generous layer of smoky caramel. It’s not as sweet as it looks, which I like. I hate cakes that are overly sweet, this one’s just right. The serving is quite massive too, perfect for sharing!

Black Forest Frappe (?)

Guys, I’m bad with names, you’re gonna have to bear with me! This is one of Plaza Mocha’s earliest cold drinks and it’s still my favorite. This could be the first drink I ordered when I dined at Plaza Mocha back when the cafe was but a wee baby!

As you can see, it’s a pretty sweet drink with all the trimmings, not recommended for diabetics, hehe. I love this drink because I love Black Forest anything! The generous swirl of whipped cream on top deserves a shoutout!

Matcha Green Tea Latte

I don’t really get the matcha craze to be honest. I tasted green tea KitKat and wasn’t really moved by it. That’s the reason why I didn’t order this drink until recently. It’s surprisingly good, it’s creamy, heartwarming, and delicious. It’s not bitter but the green tea flavor is robust. This is one of my husband’s favorite drinks and he orders this whenever he can’t have coffee!

I have drank a shit ton of hot and cold beverages at Plaza Mocha and I hate that I cannot remember them all! I will say, however, that the brewed coffee (classic Americano, I think), the Passion Fruit iced tea Piña colada iced tea, and latte are a must-try. The milkshakes are great too. In addition, any of Plaza Mocha’s deluxe sandwiches are so, so good but my fave (apart from the blueberry grilled sammich) is the one with bacon and eggs because bacon.

Filed Under: Food

Review: Plaza Mocha Cafe and Gourmet

July 2, 2017 by Tina Lee Leave a Comment

Disclaimer: This is not a paid post. All the dishes you see in this post, I bought with my own monies.

I haven’t done a food review in a while and I thought now’s the best time to begin again. After all, my food category has been gathering dust since 2012 (!) I’ll start my first review with a local cafe/resto that’s closest to my heart: Plaza Mocha.

Located on Gomez street in my hometown Paniqui, Plaza Mocha offers a great selection of drinks and dishes, particularly frappes, breakfast meals, pasta dishes, and sandwiches. For most locals, Plaza Mocha is the hippest resto in town, I can’t tell you how many times we waited in line to get seated.

But you know, the joint is actually an old haunt. My then-boyfriend and I used to eat at Plaza Mocha all the time back when the place was new and tiny. The resto was renovated last year and it’s been a hit ever since. Apart from the larger dining area, the newly-renovated Plaza Mocha introduced new dishes. And you know food and me, we’re tight!

Tuna Belly with Aioli Sauce

One of my personal favorites from the menu is the tuna belly. The dish consists of an aioli-drenched tuna belly on a bed of sauteed vegetables. It also comes with, a side of salad, French beans, a lemon slice and a dipping sauce.

Plaza Mocha

The dipping sauce, I never use because it distracts the taste buds from the delicate flavor of the tuna. I just give the tuna a good squeeze of lemon and it’s perfect!

Plaza Mocha

There was never a time when my tuna came out dry or bland. The meat is always moist, flavorful, and perfectly seasoned. This is my go-to dish and I won’t be surprised if it’s Plaza Mocha’s bestseller.

Baby Back Ribs

My second favorite dish to order is the Baby Back Ribs. Or as I call it, dinosaur ribs. If there’s one thing you need to know about this joint, the portions are massive. The baby back ribs, for example, is so huge, it’s best for sharing. It’s not the kind of meal to get if you’re feeling a bit peckish.

With this dish, you better get your game face on. Whenever a plateful of this dish arrives at the table, I can’t help but be overwhelmed by all the meat!

The dish consists of a rack of rib with buttered potatoes and carrots. Served on the side is a special BBQ sauce. Judging by the taste, the sauce is the reduced version of the rib’s marinade but don’t quote me on that. As for the taste, I like it. The meat is tender, moist, and slathered well with the BBQ sauce.

I would’ve loved this dish more if it’s not too similar to my mother’s barbecued ribs. The taste between this dish and my mom’s BBQ ribs was so identical, I wasn’t as blown away as my husband. This is my husband’s favorite, BTW. If Plaza Mocha is too full and he didn’t get his ribs fix, he throws a (rare) hissy fit.

If there’s one thing I’m not too crazy about this dish, it’s that there were a couple of times when the meat wasn’t browned well. Like, it was taken from the oven too soon, if that makes sense. It’s cooked well done but it could use a little browning for added flavor.

Chicken Steak

UPDATE: Plaza Mocha made adjustments to the recipe, it seems. The peanut sauce has been changed and the chicken is no longer dry. It still looks the same tho

This is one of Plaza Mocha’s newest dish, I’m not even sure what it’s called so I hope I got this right. I will say, right off the bat, that I’m not crazy about this dish, but I’m getting ahead of myself.

Before ordering, I was under the impression that the chicken used was the breast part because the dish does have the word “steak” in it. But no, the dish comes with not 1 but 4 chicken drumsticks! It’s quite affordable so you do get a lot of bang for your buck with this hefty dish.

As you can see, the chicken is served with a portion of greens, which I thought was a nice touch. Unfortunately, the chicken meat was too fried to the point that it came out dry and gummy. To me, the sauce tasted much like peanut sauce, which I didn’t love.

To be clear, I’m a peanut butter whore. I love peanut butter so damn much I have two huge bottles of it at home. But when used to flavor sauces, I just don’t like it. This dish is bland and on the sweetish side. This is a matter of personal preference but I really cannot tolerate sweetness in any savory dish.

Pulled Pork Soft Tacos

Yes, the pic looks unnaturally bright, I just pulled the image from my Instagram. It seems like I deleted the original photo. This is another one of my personal favorites.

Plaza Mocha

The lightly toasted soft tacos are filled with heaps of pulled pork, juicy mangoes, and shredded cabbage. They are topped with a creamy sauce that complemented the robust flavors of the pork. The diced ripe mangoes paired with a drizzle of lemon juice cuts through the richness of the meat perfectly.

I love the balanced flavors, the play of textures, the delicious mouthfeel, and the fabulous presentation.  No cons, there was never a time that my order came out wrong. A must-try!

Spicy Buffalo Wings

This is one of my hub’s favorite, it’s a typical buffalo wings dish with a spicy kick. Plaza Mocha offers two types of buffalo wings, the one with honey and the spicy one. I’ve tried both.

The spicy buffalo wings come with a creamy dip on the side as well as blanched (?) carrots and celery. Plaza Mocha has been serving this white dip since forever and it’s stupid good.

I don’t eat carrots and celery but when drenched with this dip, so nice. This is an old picture pulled from the cafe’s fan page so it’s a little dated. If memory serves correctly, they don’t serve the wings this way anymore.

Plaza Mocha
Photo Credit: Plaza Mocha Facebook

As for the buffalo wings, they’re fabulous. The chicken meat is tender, perfectly seasoned. It’s not dry or gummy at all.

Just to be clear, I don’t like buffalo wings in general because they’re sweet and I hate sweet dishes. But I’ve eaten my fair share of buffalo wings in the past so I know these tasted great. Not something I would order but this dish always ends up on our table somehow. We always order the wings and onion rings combo.

My only gripe is that this isn’t spicy enough. But then again, heat tolerance is relative. I make chili flakes at home using fresh chilies so our taste buds are probably dead from the constant heat if I’m being completely honest. So what’s spicy to you might be a little weak for me. To get the heat level up, we always tell the cashier to pump up the chili.

(Update:  it seems like the reason why the buffalo wings were sweet was because the husband actually ordered the honey-glazed variant but had the order tweaked to add the heat so I mistook the wings for the spicy variant. Apologies for the confusion!)

Meaty Cheese Spaghetti

I’ve no idea what this pasta dish is really called but I know it had meat and cheese in it. This is my little bro’s favorite dish. The pasta is drenched with red sauce, ground beef, and sliced sausages or hotdogs then topped with lots of gooey cheese.

Plaza Mocha

This dish is indeed extra meaty, Plaza Mocha never scrimps on the ingredients. That said, this is a classic Filipino pasta so it’s on the sweet side. I guess this will appeal to children mostly.

Pesto Pasta

If you know me, then you know I don’t order pasta dishes often. The last time I ordered a pasta dish at Plaza Mocha, I had this:

Plaza Mocha

It’s so good, the pesto sauce tasted freshly made, man. The pasta was cooked perfectly. The serving is massive too, perfect for those who have a huge appetite. To reiterate. Plaza Mocha didn’t hold back on the ingredients.

Final Thoughts

Overall, Plaza Mocha is a nice place to eat/chill out, if you don’t mind the slight wait. The place is always packed for a reason.

The food is great and the desserts are fabulous. What sets the Cafe apart from others is the customer service. The attentiveness, warmth, and the effort of the staff members to build relationships with patrons is something that no restos in this town could imitate.

If there’s one thing I hope the cafe would work on, it’s the selection of the dishes. Don’t get me wrong, the menu is great as is but expanding the rice meals (more pork/chicken options as well as adding a beef rice meal), perhaps adding pizzas, etc., would’ve completed their lineup.

For first-time diners, go for the tuna, the ribs, the soft tacos, and the pasta dishes. We also love the nori fries and the onion rings. The breakfast options deserve a special shoutout too!

This review is getting a little too long but I’m not done. I will post another in-depth review of Plaza Mocha’s desserts and drinks soon.

Filed Under: Food Tagged With: food review, Plaza Mocha

Culinary Forays

May 20, 2012 by Tina Lee Leave a Comment


On Eated!

Filed Under: Food

Noms

May 7, 2012 by Tina Lee Leave a Comment

ZOMG you guys. I’m totally addicted to this:

I discovered Dole Fruit in Custard after the boyfriend and I went grocery shopping at Shangri La. Seriously, what’s not to love? I love peaches and I love custard. Bring them together and I have found the ultimate guilty pleasure. I downed three cups in one sitting, how’s that?

Needless to say, it’ll be weeks before I start buying a couple of these yummy goodies again.

Filed Under: Food

:D

May 3, 2012 by Tina Lee Leave a Comment

Filed Under: Food

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