Voice of the Restaurant Industry
How do you engage negative reviews?
I know there are a handful of review sites out there like yelp. I've read a lot of complaints by some owners not liking negative reviews.
1. How do you engage customers who left bad feedback?
2. What tools you wish was out there to help facilitate you and the customer? Would being able to reply back to the bad reviews help?
1. How do you engage customers who left bad feedback?
2. What tools you wish was out there to help facilitate you and the customer? Would being able to reply back to the bad reviews help?
Tags: reviews
Replies to This Discussion
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Non-OperatorPermalink Reply by Andrew on -
Disclaimer: I am not a restaurant owner.
However my feeling is that given the nature of reviews as inherently social tools, it is ALWAYS in a company's best interest to respond to both positive and negative reviews. The key is to be HONEST in your approach to responding to customers and to respond as quickly as possible. You may not be able to directly change the negative review, but if you respond to the criticism in a manner that people respond too you will be able to generate more positive buzz for you than the 1 negative comment hurt you.
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