How to use Improv Principles to Improve your Customer Service Communication

My friend and I recently enjoyed brunch at a charming rustic French restaurant. We opted for the gluten-free french toast, which was a delightful surprise — not overly sweet and beautifully adorned with berries. However, a touch of crème fraîche or whipped cream would have elevated it to perfection. Luckily, a Yelp review tipped me off to this hidden gem on the menu, as it wasn’t explicitly marked gluten-free.

The chicken omelette, unfortunately, didn’t fare as well. It was a bit greasy and lacked flavor, falling short of my companion’s expectations. Thankfully, it wasn’t inedible, and they finished it.

Bridging the Gap Between Customer and Restaurant

As a Yelp reviewer myself, I write reviews for two key reasons: to document my dining experiences and to assist others with gluten intolerance in finding delicious options.

Continuing this spirit of collaboration, I left a 4-star review after our meal. The review highlighted the fantastic french toast and offered constructive criticism about the omelette. I also suggested including a note about gluten-free options and perhaps adding cream to the french toast.

Missed Opportunity for Positive Engagement

Imagine my surprise when, moments after hitting “publish,” the manager approached our table. While I understand the importance of online reviews to their business, her tone was a touch off-putting. It came across as disappointed, frustrated, and almost judgmental.

She stated, “I saw your Yelp review. We rely heavily on them, and I wish you’d mentioned any issues before posting. We could have addressed them then.”

This left me flustered. After all, four stars is a positive rating! I clarified that my aim was to offer helpful feedback for improvement, suggesting the menu changes mentioned earlier. However, she persisted, reiterating that I should have spoken up in person first.

This interaction left me feeling uncomfortable, like I’d done something wrong. Needless to say, a return visit feels unlikely due to this negative experience.

The Power of Positive Communication

Business owners responding to Yelp reviews publicly demonstrates they value customer feedback, which I truly appreciate. In this instance, using the improv technique of “Yes, And” could have fostered a much more productive conversation.

What would ‘Yes, And’ look like in this case? Well, there are five key parts to the improvement that I’d recommend:

PART ONE — Thanking

Hey there, I noticed you posted a yelp review. Thanks for taking the time to do this (it helps businesses so it’s polite to thank customers for doing this).

PART TWO — Appreciating ideas

I really appreciate your suggestions about marking the menu for gluten free items and the whipped cream idea. I’ll review them with the team (Yes And’ing my ideas makes me feel heard and yet doesn’t commit you to anything).

PART THREE — Acknowledging problems

I’m sorry the omelette didn’t taste great for you (Yes And’ing my companions thoughts on the omelette shows they’ve been acknowledged).

PART FOUR — Making an offer

Is there anything we can do to make up for that? / Could we take that off the bill for you? / Could we offer you some coffees on the house? (It’s too late to fix the omelette but maybe they could fix the experience).

PART FIVE — Confident and warm close

Next time you’re here, please don’t hesitate to let us know during your meal if there is something that doesn’t taste great. We want you to be happy. (Expressing confidently that we are welcomed back warmly — no room for ambiguity).

Yes And is a powerful tool that can be used in a myriad of situations and contexts.