Dan Simons is a DC area restaurant & hospitality industry consultant
and former employee of TGIFridays, The Cheescake Factory and eatZi's Market & Bakery. Dan is quoted last week in the New York Times, on the phenomenon of citizen reviews of restaurants. The customer is not only right these days, he is empowered to criticize effectively:
“Social media for business now is life or death...You could open a business and do everything right, but if you’re unaware of these social media you will perish. Social media can take a business and put a bullet in it.”
It seems that we can't go backwards. As it happens, it's not all downside, even in the case of negative reviews. Social media murmurs can translate to useful business intelligence. You're getting feedback, like it or not. And in many cases, everyone can hear it. The NYTimes article
gives some ideas on what can be done.
What's a strategy that'll work for you?