Dealing with valid social media complaints
Our client, a restaurant, received a couple of negative comments on the same day, which was quite unusual for them. They were quickly picked up by our alerting system.
Background Story
The restaurant’s customers complained about minor stomach problems. All the complaints were about one specific night. We could easily say that they were legitimate.
The Problem
The restaurant’s first reaction was to have us remove those complaints. We strongly advised against that. Instead we suggested entering into a dialog with every individual that posted a complaint.
What We Did to Solve it
As instructed by us, the restaurant apologized for the inconvenience, explained what caused the problem and how the problem was dealt with. Additionally, they offered a cost-free dinner to everyone that complained.
Through email follow-ups we made sure those people actually came again for a meal. Once they did, we prompted them to post reviews.
This time positive. The previously unhappy customers now praised the food and management for how they dealt with the situation and how appreciated they felt.
The new reviews pushed the negative ones down to the bottom and customers were happy again = another crisis averted.
Make sure your online chatter is monitored every day. More importantly, know how to deal with what’s to come.
Negative Reviews Replaced with Positive Ones
Increase in Customer Satisfaction
14% Increase In Customer Life Time Value
(over 6 months)
From the client
The vast amount of experience the team at RepCurator have in dealing with negative feedback is simply impressive. They had a great impact on our restaurant.
