Today’s post comes from Derrek J. Hull, voice of the National Restaurant Association’s Restaurant, Hotel-Motel Show and International Wine Spirits & Beer Event (IWSB) blog Floored!, as well as its Twitter and Facebook profiles.
Restaurants need a response plan that includes social media elements to cope with the fact that customers can leave negative comments almost instantaneously. Having a plan in place before a situation occurs lets everyone on your team know who the point person is for the response, along with the chain of command and the plan for monitoring the conversation.
Everyone gets a good or bad review at some point. Embrace it — and in the case of a bad review, don’t sweat it. Look at every comment as an opportunity to have a conversation.
“If people are taking the time to give you feedback — even if it’s negative — that’s an opportunity for you to re-frame the conversation with them and hopefully turn the situation into a positive,” said Spike Jones, of word of mouth and identity firm Brains on Fire.
Nobody is perfect. A couple of bad reviews alongside highly positive reviews actually makes potential customers more likely to take you seriously, because they realize your page isn’t full of shills posting fake positive reviews. In the case of Yelp, business owners have an option to respond privately and publicly to reviews — this free feature can be unlocked by visiting biz.yelp.com.