R.I.A. Unplugged

December 9, 2009

How to handle comps if a writer "surprises" you

Technically speaking, a publicist’s job ends and the restaurant’s job begins the second a reviewer walks through your doors. But, c’mon, you know me better than that: I wouldn’t leave you hangin’.

So what should you do if you spot a surprise food blogger/writer who you know at one of your tables?

First, be authentic. They came in to try your food and experience your restaurant as other diners do. Treat them as you would — or should — any other customer: like a king or queen. Cook the hell out of some food, provide impeccable service, and most importantly, do what you do best.

Here’s another definite “do”: Say hello. Remember, you’re being authentic here, which implies a certain upfront honesty. It would just be plain weird to pretend you don’t know who they are if you have met them before.

I think it’s okay to ask them if they’re working on a story; after all, that’s what they do for a living. One way to do this tactfully and professionally is to ask for a heads up if a story is coming, so you can be prepared for the rush (a reality of coverage). Give them your direct contact info so they can follow up with you. If you want to show them you truly understand their profession, let them know they can call you for references or if they need comments on stories that aren’t explicitly about you or your restaurant.

Here’s a “don’t”: Don’t send out complimentary dishes without asking. I know it’s a natural reaction to want to end a writer’s meal on the Most. Amazing. Dessert. Extravaganza. Ever. But some reporters work for outlets with strict policies about accepting anything worth more than a plastic keychain, and they definitely don’t want to risk their jobs by accepting a free crème brulee.

Others are freelancers who have their own ethical guidelines about accepting free food, and no company expense accounts to boot, so now they feel compelled to pay for a bunch of food they didn’t order. Suddenly, you have become The Jerk (Who Ate into Their Family’s Budget). So ask first. If they take a pass, graciously accept their terms.

If they do accept comp dishes, please for the love of all things Holy, don't go all freaky deaky and serve anything that is not on the menu.  Really, it happens all the time and it is mind-bloggeling and mind-bogglingly stupid. They are there to experience your restaurant, not the restaurant you really want or think you should have.  So, unless you are working on something that is going on the menu in a few days or something, don't freaking serve it.

Don’t panic if you don't notice a writer until mid-meal. Perhaps she’s a big-timer who ordered a ton of food and had been enjoying herself anonymously until you spotted her. On the flip side, perhaps her waiter has been a hot mess all night. You can’t change what happened before you noticed her, but you can do the “do’s” for the rest of the meal – saying hello, asking if she can be your guest for the evening, accepting her terms, being authentic.

Fact is, beyond employing “secret shoppers” — which isn’t a bad idea, by the way — there’s not much a restaurant can do to prepare for a reviewer, beyond what you do every day to prepare for customers. The best approach is to stay true to what you know you do better than anyone out there, and avoid trying to be something you’re not.

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About this Entry

This page contains a single entry by Ellen Malloy published on December 9, 2009 12:00 AM.

The first rule for comping: Have a policy was the previous entry in this blog.

The media dinner done right is the next entry in this blog.

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