No such thing as bad publicity? Even when it comes to your business’ reputation? You’ve worked hard to earn a good reputation and many restaurant, hospitality and hotel owners live in fear of someone using the internet to ruin their business or post false information about them. Read article here: http://credema-icc.com/reputation-management-for-restaurants/

1. Reputation Management
for Restaurants
Daniel Grossmann, Founder & Managing Partner at Credema ICC

2. About author
 The last 20 years I split my professional time
between developing concepts for the Hospitality
Industry and developing online products on the
Web. With the focus on developing Marketing
Automation related tools and services in Europe,
CreDeMa ICC is a Infusionsoft Partner and
Infusionsoft Certified Consultant.
 Follow me on:

3. Interesting facts about Reputation
Management
 No such thing as bad publicity? Even when it comes to your business’
reputation?
 You’ve worked hard to earn a good reputation and many restaurant,
hospitality and hotel owners live in fear of someone using the internet to
ruin their business or post false information about them.
 The culinary industry thrives on word-of-mouth.
 Managing the reputations that are posted online about your restaurants can
increase booking conversions by up to 90% and has therefore become crucial
in the hospitality industry.

4. Definition
 Online reputation management is a process by which companies
and individuals can monitor, influence and improve feedback that
people leave about them on the internet.

5. Online Reputation Management: Best
Practices
 Never ignore negative feedback
 Analyze Exaggerations: What is true and what is exaggerated
 Encourage your customers to leave positive reviews
 Whatever you do, don‘t be tempted to try and post “fake“ reviews

6. Never ignore negative feedback
 The well-known saying “Nobody is perfect” also applies to any business
 Never react in a hostile way
 Engage with the complaint in a clear, polite and positive fashion as this will
help to show you and your restaurant in a good light with potential customers
 Pause and Reflect
 Take the time to pause, reflect and walk away before you respond to any criticism
 Criticism is an Opportunity
 Whether a critique is good or bad, accept it for the opportunity that it presents to
grow and develop

7. Analyze Exaggerations: What is true and
what is exaggerated
 When reading a negative review, the regular assumption is that it is
exaggerated
 You should carefully read and acknowledge what was said
 Remain cool and respond
 Don’t open a response with an attack
 Be apologetic, thank the person for coming and offer your sincere wishes to
address the concern and improve their experience if they choose to return
 You should walk away when it escalating and turning into an internet nuclear war,
be polite and courtesy, apologize, let it go and never exaggerate

8. Analyze Exaggerations: What is true and
what is exaggerations
 Don’t just focus on the negative
 Even if you try and address the situation and offer amends, some people just want
to vent their anger, and others can never be appeased
 If a customer leaves a good review, thank them for the experience and for taking
the time to write the review
 Recent studies have concluded that bad reviews give consumers a reason to believe
good ones, and, that in some instances, negative information can accentuate
positive information

9. Encourage your customers to leave
positive reviews
 It is a well-known fact that customers are much more likely to leave a review
or share their opinion if they have had a negative experience
 Be proactive in getting people to leave positive recommendations

10. Whatever you do, don’t be tempted to
try and post “fake” reviews.
 Fake reviews will not help!
 Many websites like TripAdvisor, Foursquare, etc. have growing list of
blacklisted companies
 Remember that what happens online; stays online
 Did you know that comments you leave on a blog can come up in search
engines if someone searches for your email?
 Everything from a tweet to a comment can appear for literally years into the
future whether you like it or not, so watch what you say

11. About Credema ICC
 Infusionsoft is an all-in-one sales and marketing application, combining CRM,
Marketing Automation and Ecommerce on one platform. CreDeMa ICC
develops its distribution worldwide focusing on non-anglosaxon regions. In
addtion CreDeMa ICC supports its customers with all related tools and know-
how through ebooks, white papers, videos or cheat sheets so that infusionsoft
users may focus on their core business.
 Website: www.credema-icc.com
 Follow us on:

12. Thank you for your attention
If you have any question feel free to contact me on dg@credema-
icc.com, All rights reserved to Credema ICC s.r.o., 2013