Focus Friday: Humanizing your restaurant to respond to bad reviews
Today’s Focus Friday is dedicated to all the restaurantpreneurs (restaurant entrepreneurs) in the industry. This post was inspired by a tweet I had read a few days ago, Don Power from Sprout Social shared an interesting tweet from @FrankieJgrande about a bad restaurant review.
In his tweet, Frankie wrote about the bad food and services that he received from the Pigalle New York. The tweet was then retweeted many times by Frankie’s followers and more people were asking him what had happened. If you were a restaurant owner, you could either do nothing and suffer the consequences (of course we wouldn’t want to do that now, do we?) or you could apologize sincerely and honestly. Now the latter sounds like a better reaction. In this post, I’ll include some case studies from real businesses and how they are responding to customers through different channels like Twitter, Youtube, and Yelp. I have also included a special video at the end of the post.
Case Study 1: Responding to tweets through twitter
In my opinion, one of the many Twitter accounts that stand out is @Boloco. They have an active account that responds to all their tweets with humor as well as helping their customers to solve their problems. Boloco is actively monitoring Twitter feeds for key terms like their name, “boloco”.
Recently, someone posted that she felt like vomiting after eating at Boloco. In the same hour, they responded to her tweet. If you think that their speed, as a business account, in responding to their customer is the only impressive aspect here, let me show you the conversation
By apologizing and offering to help, Boloco has not only made a customer feel happy but have gotten their customer to still put their trust in them. Boloco may not be able to change what has happened to their customers in the past, but they sure know how to fix it. Here is the last respond from @daggums
So I have decided to put @Boloco twitter account to the test. I tweeted them, congratulating them for their amazing job on twitter as well as letting them know that I’ll include them in today’s post and asking them if they have anything they want to say to the readers. Here is what they have to say
Amazing! Now if only they were in Asia *hints*
Case Study 2: Respond to tweets through videos
Thomas Marzano shared what he had learned from @Ramon_DeLeon on his recent post at iStrategy. In the blog post, Thomas shared a video of @Ramon_DeLeon who apologized to @interactiveAmy, a customer of whom they have messed the order, by posting a video.
According to Ramon,
“I cannot make money selling pizzas for One Dollar, but I can make money off the conversation it generates.”
Certainly some wise words from someone who understands the power of social media and what it brings to their business.
Case Study 3: Responding to comments on Yelp
If you’re a restaurant owner, don’t forget to check Yelp to respond to the reviews there. With over 15 million reviews on Yelp, you ought to be there and maintain your restaurant’s presence. Here is an example from Samovar, a tea lounge in San Francisco.
Case Study 4: Thanking your customers
Outside of these bad reviews topic, you can also thank the people that come into your restaurant. Here is one by the internationally acclaimed Wolfgang Puck
Hopefully this short Focus Friday post opens your eyes on how you can use social channels to help your customers. Are there any businesses or case studies that you would like to share with us? Feel free to comment below. The comment box is meant for you.
photo credit by isforinsects