Cheers

Cheers

The Beverage Business Magazine for Full-Service Restaurants and Bars

  • Beverage Trends
    • Beer
    • Wine
    • Spirits
    • Wine Reviews
    • Marketing
    • Operations
  • Operators
    • What I’m Drinking Now
  • Recipes
    • Submit a Drink Recipe
  • Events & Awards
    • Cheers Beverage Summit
    • Growth Brands
    • BevX Awards
    • Supplier Awards
  • Podcasts
  • E-News
    • E-News Subscribe
  • Digital Issues
  • Cheers@Home

Restaurant Learns Online Reviews Can Make Or Break

Why you shouldn’t berate customers online in response to complaints or negative reviews.

05/22/2013

by: The Staff

Hotels, restaurants and other businesses that depend on good customer service reviews have all grappled in recent years with how to respond to online feedback on sites such as Twitter, Foursquare, Yelp, Facebook and Instagram, where comments can often be more vitriol than in-person reviews because of the anonymous shield many social media websites provide.


But no matter how ugly the reviews get, businesses need to be willing to acknowledge mistakes and offer discounts to lure unhappy customers back, according to digital marketing experts.


One Arizona restaurateur, fed up after years of negative online reviews and an embarrassing appearance on a reality television show, allegedly posted a social media rant laced with salty language and angry, uppercase letters that quickly went viral last week.


What’s more, Amy’s Baking Co. had been featured earlier this month on the Fox reality TV show “Kitchen Nightmares.” Celebrity chef Gordon Ramsay gave up on trying to reform the restaurant after the owners refused to listen to his advice.


The operator’s reaction to berate customers online is exactly how businesses shouldn’t respond to complaints or negative reviews, experts say. You have to stay on top of all your online reviews so that a problem doesn’t spiral out of control.


Another way to control the situation is to have responses that represent different potential complaints available for staff to refer to whenever bad feedback arises. This also helps keep your cool when you feel under attack.


Read the full story here.

Last modified: 05/22/2013

Previous Story:
Craft Cocktail Movement Helping Michigan Distilleries
Next Story:
CHEERS ON: Six Super Spring Cocktails

About the Author: The Staff

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

In The News

  • Budweiser Select Reaches National Distribution
  • Grey Goose Essences Launch as Low-ABV Vodkas
  • What I’m Drinking Now: Randi Densford and the Hog Tied
  • Dogfish Head Canned Cocktails Hit the Shelves
  • Michter’s Barrel Strength Rye Whiskey Returns to Markets
  • Moët Hennessy Buys Stake in Jay-Z’s Armand de Brignac
More News >>

Follow Us

Facebook
Twitter

Featured Drink

  • The Dapper Dragon
    The Dapper Dragon cocktail

Drink Recipes

  • The Dapper Dragon
  • Frosty Bourbon
  • Winter Garden Sour
  • Very Special Valentines Cocktails For 2021
  • Touchdown Dance

Current Issue

Cheers Current Issue

Cheers Magazine

  • About Cheers
  • Advertise
  • Contact Us
  • Subscribe
  • Market Research

Events & Awards

  • Beverage Excellence Awards
  • Cheers Beverage Summit
  • Growth Brands Awards

Magazines

  • Cheers
  • Beverage Dynamics
  • StateWays
  • Beverage Wholesaler
  • Beverage Handbooks (research)

E-Newsletters

  • Better Bartending
  • Cheers
  • Beverage Dynamics
  • StateWays
  • Beverage Wholesaler
  • Beverage Universe
  • Cannabis Regulator
  • About EPG Media
  • Send File
  • Privacy Policy
Powered by WordPress and Versal.