The well-known phrase ‘The customer is always right’, may not always be 100% accurate, but going the extra mile in hospitality is perhaps even more important in today’s online world.

According to research from Feed It Back – the leading customer feedback and online reputation specialists- the most common complaint from customers in restaurants was the ‘Speed of Service’. As much as 20% of negative feedback was due to slow service or long wait times, particularly the wait between clearing away the starters and receiving the main courses. Customers also found it frustrating if people who arrived later received their food first.