from negative to positive
brand-as-business bit: Last week as I sat working in my favorite hole-in-the-wall coffee shop as closing time drew near, I overheard two servers reading their store’s recent Yelp reviews to each other. (This, of course, is not a good practice for employees to engage in with customers in earshot, but since I’m such a regular and was the only person around, I’m willing to overlook the indiscretion.)
As they narrated the reviews and commented on them, they vacillated from being miffed at negative comments, mollified by more positive ones, and mystified by others that they couldn’t reconcile with their own perceptions. Their reactions seemed to reinforced the reasons why I wrote this month’s QSR Magazine column, from Negative to Positive. It outlines how to handle negative reviews. A bad online review can sting, but it can also be an opportunity to reach customers with a positive story.
Hope you find it helpful.