In this video, Erik Shellenberger, a restaurant reputation management expert, takes a bold stand against 1 Star Yelp Reviews and How Restaurant Owners REALLY Want to Respond.
He humorously but candidly addresses the issue of unfair negative reviews, which can damage businesses while lacking constructive feedback. Shellenberger begins by acknowledging that mistakes happen in the restaurant and bar industry; no one is perfect. He points out the absurdity of some reviews, like penalizing a restaurant for parking issues unrelated to the business itself.
These reviews can significantly impact a business, costing them as many as 30 customers per negative review. A major frustration Erik discusses is that many reviewers don’t give establishments a chance to fix the issue. Common complaints about cold food, delayed service, or drink preferences could often be resolved on the spot if patrons spoke up. He stresses that without feedback, businesses lose the opportunity to improve.
Managing expectations is another key point. Shellenberger emphasizes that customers should understand the nature of the venue they’re visiting. It’s unreasonable to leave a 1-star review because a nightclub is loud or because fine dining is costly. For customers on a budget, he recommends sticking to more affordable options rather than bashing upscale establishments for their pricing.
Additionally, Erik touches on underage patrons writing negative reviews after facing consequences for breaking laws, such as having fake IDs confiscated. He encourages personal accountability, advising viewers to recognize their own role in negative experiences.
View this podcast on the Bar Marketing Basics Youtube channel
Learn more about SEO for restaurants at Bar Marketing Basics.com
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