Author: Taylor Kennedy

What Restaurants Should do in a Social Media Crisis, Part II

Posted on by Taylor Kennedy

INTRODUCTION

According to the American Express 2017 Customer Service Barometer, Americans tell an average of 15 people about a poor service experience vs. the 11 people they’ll tell about a good experience. Service issues in the restaurant industry, like a poor greeting, long waits and inattentive servers, can make their way online in a form of a negative review on social media sites.

In April, a supper club in northern Wisconsin received numerous one-star reviews on Yelp and Google from a person claiming they had bad service and was billed incorrectly. The restaurant also responded to emails from the customer and offered a future complimentary meal, but the customer wouldn’t accept any apology and declined all offers.

Here is how to handle a social media crisis and rebuild your restaurant’s reputation. Continue reading “What Restaurants Should do in a Social Media Crisis, Part II” →

What Restaurants Should do in a Social Media Crisis, Part I

Posted on by Taylor Kennedy

INTRODUCTION

RestaurantA study by SDL shows that four out of five customers would walk away from a brand and never give it another chance after experiencing a major issue. Consumers don’t just want great food, they want to believe a restaurant shares their values, treats workers fairly and conducts business ethically.

In April, Gib’s, a cocktail bar in Madison, Wis., came under a social media firestorm after an email exchange between a manager and former employee went public. When the former employee asked for a W-2 form to be emailed to her, the manager sent her a file named “dumb bitch.pdf.” The employee then emailed the owner about her treatment, and the owner sent her a profanity-laced, derogatory email. To make matters worse, a month after this incident, the owner reinstated the manager without giving the current staff a heads-up, causing some of them to quit.

Here is how to handle a social media crisis and rebuild your restaurant’s reputation. Continue reading “What Restaurants Should do in a Social Media Crisis, Part I” →