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).