"...a policy to ensure that no guest leaves the dining room unhappy" -- sounds like a good policy for any business to have, regardless of their Yelp presence.
Believe it or not, this requires a real change in process for most businesses. Not many hostesses are hawk-eyed enough to spot an unhappy customer leaving.
I believe it -- I can only think of one time that a server even noticed a barely-touched entree and made an effort to find out if we were unhappy. Training, and eventually tools, for restaurants to understand customer sentiment before they leave the building would be amazingly powerful at influencing satisfaction scores. Call centers have technology at their disposal to perceive callers' moods from tone of voice and loop in a supervisor when they get exasperated. I wonder if anyone is applying this technology in restaurants?
