Recently, I've had some issues with my ears becoming flat.
Those of us in the service industry who are told not to worry about it still end up worrying about it.
Negative online reviews .
Bokumo has been in business for 12 years now, and we are thankful to have received so many positive word-of-mouth reviews, which has allowed us to continue business thanks to everyone's support and goodwill.
Of course, we do occasionally receive negative feedback, but I think that to a certain extent this is inevitable, as no one is perfect.
Just because an opinion is hard to hear doesn't mean you should ignore it. There must be some reason for it.
However, in those cases, I focus first on the person's motivation for writing, rather than the opinion itself.
I believe there are three main reasons why people write negative reviews:
- I criticize the store out of consideration for it and want it to improve.
- People who are not in a good mental state write bad things as an outlet
- A hybrid of compassion and poor condition
First, I look at the text to find out in what mode the person was writing.
If we judge it to be 1 , we will make an effort to take it seriously. If it is exactly our problem, we will be very grateful. We are grateful that you pointed out a perspective that we would not have noticed from the inside.
2. If I think it's the case, I gently move it into a folder for that purpose, thinking, "Well, well, please try to get your mind in order."
3. This is probably the most common. "It was a really mediocre store. It just left me feeling a bit unsatisfied. I don't usually write reviews, but if I do, I'll feel better and it might help the store, so I might as well write it."
Again, if this is something that should be considered as an area for improvement, I would be very grateful.
So, this is it.
In this case, the reviews are from "Google My Business" that come up when you search for "Bokumo" on Google.
We received a comment that read, "It's disappointing that there are fewer glass options than expected for their popular wines."
The moment I saw this, I was frozen.
Oh no, I did it... Flatten.
However, I quickly determined that this was #1 .
After all, even though he wrote that it was disappointing, he still gave me three stars in the evaluation section. A three out of five is probably a three that indicates expectations for the future. I usually got a three in PE classes, but I think the teacher didn't give me a three because he was slacking off, but because he expected I had room to grow (this is just my own interpretation).
So, I flattened it, then bowed! Thank you very much!
If you read it carefully, you can see that they are clearly acknowledging the store's focus on wine, saying that it is their "proud wine," and then they are frankly expressing that they were disappointed that the glass selection was less than expected. This is definitely a message of encouragement to "try harder" (again, my own interpretation).
Judging from the date of the post, this person probably visited shortly after the store reopened after the coronavirus closure.
At that time, the number of customers was not stable. It is still not stable now, but it was a time when weekdays were much quieter.
To be honest, it was very difficult to prepare many different types of wine by the glass under those circumstances. I would like to always have about 10 types on hand, but at that time, I only had about 5 to 6 types.
And sometimes I would say verbally, "We are now serving less wine by the glass, so I'm sorry," but that wasn't enough. I should have properly informed all of my customers. I regret it.
To the person who wrote in! I'm sorry, I didn't meet your expectations this time, and I'm very sorry. From next time, I'll make sure to have about 10 types of products on standby so that you can enjoy them at all times, so please use them again if you like.
By the way, here's the response Google received from the store owner:
Wine by the glass: Due to the COVID-19 pandemic, there was a time when we had to limit the number of drinks we offered. We apologize for the limited number of drinks. (Omitted) Thank you for the 3 stars.
Why do we drink fewer glasses of wine when we have less time on our hands?
By the way, from here on, it's going to sound like an excuse, and it's really lame, but please allow me to offer a rather rude explanation as to why we are unable to prepare a lot of wine by the glass when there are few customers.
Why do busy establishments offer fewer wines by the glass?
Simply put, wine is a drink whose flavor changes as soon as you open it.
To put it more precisely, after opening, wine's flavor changes rapidly due to oxidation, and once it passes that limit, it becomes unsellable.
If you open a lot of wine and it exceeds the limit, you have to say goodbye to it all (or if you decide that cooking sake is usable, it may go to the kitchen). Restaurants that do this will go out of business.
Even inside a corked bottle, chemical reactions such as oxidation occur. However, these reactions occur very slowly. It is often said that "high-quality wines become more delicious the longer they are left to sit," and one of the reasons for this is that "chemical reactions occur slowly inside the bottle."
However, once the bottle is opened and the wine comes into contact with the oxygen in the air, its aroma and flavor change dramatically. This rapid change is one of the joys of enjoying wine.
If the wine doesn't yet have a very pleasant aroma, we might say that the wine is "closed," or if it is swirled around in the glass to expose it to air and promote oxidation, the wine is said to "open up" and release its pleasant aromas.
When selling wine by pouring it into a glass, it is not good for the wine to be closed. Conversely, if the wine has opened up and passed the zone of its natural aroma and flavor, it should not be served to customers.
In other words, the staff at the restaurant must check whether the wine's "original flavor is still present" before serving it.
Some wines go bad after two days, others last for three or four days, and some sweet wines can last for over a month.
Of course, the expiration date can change dramatically depending on how you store the wine after it has been opened. You can fill the wine with nitrogen gas or use special equipment to slow down the oxidation process. These techniques, along with tasting judgment, are where the sommelier's skill comes into play.
Therefore, a "store where you can drink a lot of wine by the glass" is either a "prosperous store where customers order lots of wine by the glass" or a "store that takes special measures such as filling its drinks with nitrogen", or both.
To be honest, Bokumo wasn't doing so well in October. Although they were using activated charcoal to prevent oxidation, they still felt that opening so many glasses of wine was too risky, so they limited the number of bottles.
Now, I've reflected on this and now I produce about 10 different types.
That was a lame excuse.
We're adding new items to "Bokumo"!
I am really open to hearing criticism of type 1. Consideration (and that's what I feel) can move people in a positive direction.
After reading this review, I have made a decision.
That is the introduction of "Coravin" .
Coravin is a tool that inserts a needle into the cork of a wine bottle, sucks up the wine through the needle, and pours it into a glass without removing the cork. At this time, argon gas is pumped into the bottle, which has the unique feature of slowing down the oxidation process.
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Some products can maintain their quality for several months.
However, it is extremely expensive (ranging from 35,000 to 90,000 yen), so I was hesitant to introduce it for a long time.
However, now is the time. I realized through your post that there is a need for wine by the glass. And if I were a customer, I would like to go to a place where I can drink high-end New Zealand wine by the glass.
Of course, we are expanding our lineup of regular wines by the glass, but with this, you can also enjoy high-end wines by the glass for those who want to know what is at the top of the New Zealand wine pile.
It's expensive, so I'm a little nervous...
Yeah, let's push it, let's push it.
``Flat,'' then ``bow,'' then ``click.''
Stay tuned for his appearance in Bokumo!
