Turning a Negative Review Into a Win!
By Myshanda Burgess
There is nothing more gratifying than having a restaurant live up to the excellent reviews left online. When I visited New Orleans for a huge annual festival, I was excited to experience not only the culture but the restaurants I had heard so many great things about. There was one restaurant we wanted to try because our driver recommended it. As I do with most places I’m considering doing business with, I looked online for reviews. To my disappointment, there were some not-so-positive reviews; from the line being out of the building, down the street and around the corner, to the drinks tasting sub-par and the food arriving lukewarm instead of hot.
Our first instinct was to find another restaurant. However, when I continued to check out the reviews of this particular restaurant, I noticed the restaurant made it a point to respond. They not only responded to the positive reviews but also to the negative reviews, and in great detail. They truly wanted to get more information from the patrons, acknowledged their experience and seemed to want to make it right. This was very important to me as a consumer.
It was this reason alone that we decided to give the restaurant a try. Just as the reviews noted, the line was out of the door and down the street. However, even with a long line, the wait was only 15 minutes on average. We were seated, our drinks were great and the food arrived hot!
It is definitely true that reviews can help build a positive reputation or expose areas of a business that need improvement. In essence, making or breaking a business. As a business owner, it is imperative that you take the time to acknowledge and respond to each and every review. According to a study conducted by Edison Research, businesses experience a 16% boost in customer advocacy from answered complaints on review sites. For this reason alone, it is important to acknowledge and be thankful for the positive ones and do what is necessary to rectify the negative ones. Responding to a negative review shows that as a business owner, you are engaged with your customers and you care about their experience with your products and services.
According to a local review conducted by Bright Local, approximately 86% of consumers read reviews for local businesses. In addition, “80% of 18-34 year olds have written online reviews,” while 91% of that demographic trusts online reviews as much as word-of-mouth (businessnewsdaily.com).
At McElvy Media Group, we understand the importance and value of your time and reputation. Let us help manage your reputation online, while you take care of your customers.