“We use Reputology to structure our day and figure out how we’re going to learn from what our guests are saying about us.”
– Jonathan Geffrard, Hillstone Restaurant Group
Here’s what Flagship Restaurant Group – a Reputology customer – told FSR Magazine how they handle their negative reviews:
[Flagship] responds to negative comments with a public response on the review site, so anyone reading the review sees that the issue has been addressed. “We keep it short and sweet, and make a mention that we will reach out privately to the disgruntled customer,” says Longo. “We also have a lot of back and forth internal conversation. We’ll talk with the location’s general manager. If it’s about the food, we’ll also talk to the chef.”
Flagship makes sure to follow-up with the guest. “We don’t assume the issue will just disappear,” says Longo. “We always try and make it right for that guest.”
The unhappy customer is sent a gift card, and after the restaurant visit, Flagship reaches out again. “Nine out of ten will have a better experience, and will amend, edit, or delete the review.”
(Or if you do want to take our word for it, here’s how we answered a similar question on Quora).
Someone on Quora asked about techniques for having a successful listing on Tripadvisor, and the key is to improve your guests’ ratings. Here’s a repost of our answer:
Here are some specific techniques that a hotelier in Miami had used to improve their reviews, search ranking, and ultimately sales in 2013:
- Tripadvisor Comment Cards. They targeted happy guests and asked for their feedback using these cards [replacing their normal comment cards].
- Offer incentives to your staff. Nothing extravagant. They awarded small cash prizes to individuals who got mentioned the most in reviews and threw a pizza party for the team that totaled the most.
- Respond quickly to negative reviews. A number of Reputology customers have told us that they can get unhappy reviewers to change their mind about 7 out of 10 times by responding quickly and professionally. Showing customers that a business cares what they think goes a long way. Go fig. [For tips on how to respond to reviews, check out this other Quora post here].
The end result? This hotelier was able to rank from the 50th position to the mid-teens. Not too shabby. 🙂