Tag: restaurant marketing

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” →

The Importance of Restaurant Communications

Posted on by Jaimie Onasch

INTRODUCTION

David’s Jamaican, a restaurant in Monona, Wis., was planning to move to a new location. However, it didn’t announce the move to customers, and when the restaurant temporarily closed, many people thought it had suddenly closed for good.

On top of that, when the restaurant did finally reemerge in the new location, it didn’t bother to announce that it had reopened.

All the confusion, worry and speculation could have been avoided had the restaurant communicated its plans. Here are a few things to keep in mind if you plan to move your restaurant. Continue reading “The Importance of Restaurant Communications” →

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” →