Your customers are always telling you something, and the question I have here is are you listening? Customers right now are using online reviews more and morto make their decisions on where they are going to dine. Then tend to use general review sites such as Google Places, Yelp, Urban Spoon, Open Table and Trip Advisor. These sites give their users great rewards for their reviews, and also make it pretty difficult for restaurants to respond to bad reviews especially if you are not on top of your web game.
- I personally think the first step is to make sure that you have an account and make sure you take ownership of your location. This is very smart as you can make sure the information is correct, such as address, types of cuisine that your serve, and price range. Try to be very detail minded here as this information is just as important as your companies website. Note: (Yelp just became more important than ever because it is now the default review service for all Apple devices after the iOS 6 update. No longer will Google Places be the iPhone default.)
- The next step is to make sure you are reading all of your social media and review sites every day. This does not have to take a tone of time but is very important.
- Respond to reviews good and bad, try to respond to both good and bad reviews, try to do it in private if it is a bad review and please urge the customer to update that the problem has been resolved in theirreview once it has been. If you have a customer that is just being unreasonable with caution do a public response. Keep it short wand sweet and let the public know that you always the the customers experience in mind. Do not let it get personal.
- Use these services to review others, the only reason I tell you to do this is so you understand how much work this customer did to say something to everyone about how great/poor theirexperience was.
- Go mobile, find products lik Aloha Pulse that give you realtime social network data right to you smart phone. They make it so you can respond quickly.
These are just a few quick tips, and remember your social media interactions are what you make of them, but I can tell you from experience that in todays age when you do have an issue your customer will tell all 500 of their Facebook friends about it and you would never know.