Should Restauranteurs Pay Attention to Online Reviews?

Should restaurant owners pay attention to online reviews and food writers? That debate is coming to the forefront again, thanks to a particularly unflattering appearance by the owners of Amy's Baking Company on the television show Kitchen Nightmares.

Amy and Samy Bouzaglo rose to infamy in Arizona in 2010 with an over-the-top reaction to a one-star review on Yelp, according to the Phoenix New Times. After the Kitchen Nightmares episode aired last week, someone with administrative access to the Amy's Baking Company Facebook page posted profanity-laced replies to negative posts.

The Bouzaglos later claimed their Facebook page had been hacked.

Would the owners of Amy's Baking Company have been better off if they'd never read and/or responded the initial Yelp review? Perhaps.

Last month, Eater LA asked food writers and chefs—including Chef Michael Fiorelli of mar'sel at Terranea Resort in Rancho Palos Verdes—whether chefs and restaurant owners should pay attention to reviews.

Chef Michael Fiorelli of mar'sel at Terranea Resort in Rancho Palos Verdes told the website that chefs had "no choice" but to pay attention to reviews because of their effect on a chef's reputation.

"It's unfortunate though that there is no way to discern the credibility of someone who may be posting a review," Fiorelli said. "My job is to offer the best possible experience I can to every guest that dines in my restaurants…

"That philosophy has worked pretty well for me so far. Although there are still those people whom I've never met who seem to hate me on Yelp."

What do you think? Should restaurant owners and chefs pay attention to reviews on Yelp and social media? Tell us in the comments.