Bad customer service review management

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How do you manage a bad review? (on the rare occasion they may happen)

We are hoping to learn more about different approaches out there, and what options there may be.

YOUR feedback is very important for us, and will be very welcome. The survey is short and sweet. Multiple pre set so you don't have to waste time typing things out. Some space as well so you can share your thoughts.

Thank you for your participation, it means a lot to me.

Yours,

Adrian Marquez
Anthropologist, Sommelier

Someone had a bad customer service experience. Leaves a bad review on google / yelp / opentable. How do you manage it?

start a witch hunt and try to find the culprit (and have a chat with them or fire them)

Fire everyone and start fresh

Try to get in touch with the person that left the review and straighten things out if you can salvage

ignore, someone else will come along

try to suss out from the staff who could have done it / who is underperforming

Call for a general meeting and explain the situation to the staff

Get in touch with google / yelp / opentable and try to get more info

Become more observant of how the staff interacts with guests

Push on managers to keep an eye on staff / guest interactions more closely

Get managers to fill reports more often/ more detailed

get managers to start daily reports of hiccups or mishaps that may come up in reviews

ALL OF THE ABOVE

(Entirely optional) How much do you think a bad review costs you in terms of revenue or future revenue?

$20 -100

$50 -200

Unknowable

Thousands

Nothing, it's a hiccup

Lots of drinks after

Loss of reputation

Cannot measure

Anything you'd like to add?

THANK YOU! Your feedback helps me improve and bring you better data. Would you like to subscribe to our newsletter? I occasionally share resources that I find in the internet (finding useful stuff is my speciality) Punch in your email below. (and you consent to receive emails from me)

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