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Handling Negative Feedback Online: A Quick Guide

How do you feel about customer feedback? The restaurant and hospitality sectors are particularly prone to the power of reviews. Good ones are great for business and can help boost your reputation and increase customer engagement as people look for somewhere to eat or stay. A bad review, however, can have exactly the opposite effect, seed doubt in the minds of potential customers and take a long time to recover from. It’s Easy to Complain Today Mobile apps, social media and review websites have made it easier for customers to say exactly what they think of you and your business. One small thing in your restaurant – perhaps you were very busy and the service was slow because of staff shortages – can be amplified when a review is published online. Handling feedback, whether positive or negative, is now part of everyday brand management. Whereas a few years ago a…