Category: Public relations

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” →

How to Get CEO Buy-in to Launch a Reputation Management Campaign

Posted on by Brian Lee

INTRODUCTION

hospital 2Reputation management is the process of shaping perception, both internal and external, of an organization. How important is it? A Deloitte study showed that reputation damage was the No. 1 risk concern for business executives around the world.

In the spectrum of public relations, reputation management takes place before crisis communications because it provides crisis resilience. In other words, when your organization has a sterling reputation, it is often given the benefit of doubt in times of trouble.

Many other benefits, including delivering a competitive advantage, come with a well-executed campaign. However, before you implement a reputation management plan at your hospital, you need to make sure senior leadership is aboard. Here’s how to acquire buy-in from the CEO to launch your reputation management campaign. Continue reading “How to Get CEO Buy-in to Launch a Reputation Management Campaign” →

How Restaurants Should Respond to Negative Comments Online

Posted on by Brian Lee

INTRODUCTION

According to Zendesk, 45 percent of customers share negative reviews on social media, and 63% of consumers read negative reviews on social media. It doesn’t help when it’s discovered that 20 percent of reviews on Yelp are fake.

Still, it’s imperative that you don’t let negative reviews sit unaddressed. One rationale is the “broken windows theory.” When consumers see no response to negative reviews, they assume you don’t care enough, and you’ll probably attract more negative (and fake negative) reviews, which will cost you revenue.

Here’s how restaurants should respond to negative comments online. Continue reading “How Restaurants Should Respond to Negative Comments Online” →