D.O.G. — Restaurant in Jackson

This is in response of the reply you gave to a review from 5 YEARS AGO:

This response has good intentions but comes across as defensive and somewhat dismissive of the customer's concerns, especially with the implication that some people come in "looking for a reason to fight." Here's an analysis:

Strengths:

Acknowledges the Customer’s Experience: Starting with an apology and recognition of the negative experience shows some empathy.

Explains Limitations: It provides context about the small kitchen and why menu limitations exist, which can help customers understand operational challenges.

Weaknesses:

Defensive Tone: Phrases like "it's impossible to make everyone happy" and "some people arrive unhappy" can come off as blaming the customer, detracting from the sincerity of the apology.

Repetition of Apology: Repeating "I’m sorry your experience was bad" at the end feels robotic and loses its impact.

Missed Opportunity for Engagement: It doesn’t invite the customer to return or offer a solution to regain their trust.

Suggested Revision:

“I’m so sorry that your visit didn’t meet your expectations. We strive daily to provide excellent service and food, and it’s disappointing to hear we fell short. Due to the small size of our kitchen, we sometimes have to limit our offerings to keep up with demand and maintain quality, especially during busy periods when our breakfast burrito is most popular. While this approach helps us serve customers efficiently, I understand how it might be frustrating. We appreciate your feedback and would love the chance to make things right if you decide to visit us again. Please feel free to reach out directly so we can address your concerns further.”

This version:

Keeps the focus on the customer and avoids defensiveness.

Acknowledges limitations without excusing shortcomings.

Invites the customer to return and shows a genuine...

Food was excellent, however when we arrived, we approached the counter looking for a menu and only saw the sign showing their breakfast burritos. I then asked “Do you guys only serve breakfast burritos?” And the cashier responded that yes, they only served the four options which were pre-made (spicy or non spicy meat or spicy or non spicy veggie). They were out of non-spicy meat, so we got two spicy and then they were out of meat, so we had to get one more vegetable. We were fine with this, and the food was good, but five minutes later, another group of people went to the window and ordered a variety of fresh sandwiches, ie. Philly Cheesesteak. This surprised us, given we were specifically told that all they had was the burritos. This also was in no way related to how busy the store was, because when we arrived, the area was completely empty of patrons. I understand that summer is a hectic time here in Jackson, but in my opinion, it’s better to be transparent about...

GET YOUR HOPES UP,If you're looking for overpriced dry food with bad service and a lot of waiting time, you've found the place!. I don't usually do these types of reviews but I literally felt I was robbed. Food was mediocre at best. I'm not sure if the scrambled eggs were reheated or the "cook" doesn't know how to do a proper scramble. You have to rely on their hot sauces for taste because the food is bland. They told us they don't do lunch till 12pm even though there's a sign outside that says 11am. "We don't do lunch till 12 so we haven't changed the breakfast stuff to lunch" [THO they do breakfast all day??] I mentioned the sign outside and the cashier said "well the one in here does" referring to the lunch hour. That's some logic. They also request tips when you pay...for what service exactly? The cashier didn't even offer drinks.

I would have deleted my review as it's been such a long time but you lack professionalism, so I'll...