1. Reputation
at Risk
Managing Online Feedback about
your Club’s Food & Beverage
with Ken Burgin
ProfitableHospitality.com

2. What we want online…

3. What we fear!

4. How easy it is to post negative video online
(see YouTube example on page)

5. How easy it is to post negative video online
(see YouTube example on page)

6. Now everyone’s a food critic!

7. isk ...
eR Likelihood...
s s th
A sse
Almost Likely Possible Unlikely Rare
Certain
Consequence...
Catastrophe
Major
Moderate
Minor
Inisignificant

8. “Online disinhibition effect”
Def: people online are more focused
on themselves and their emotions

9. Monitor mention of your name
on the web…

11. Monitor Twitter with relevant tools

13. Monitor Key Government Sites…

14. NSW Name & Shame register
is easily accessed on iPhone

15. www.eatability.com.au

17. Give people a chance
to comment…

18. Many of the comments will be positive!

19. Dominate
Google’s Page #1

21. Get listed…
www.eatability.com.au
www.truelocal.com.au

22. www.menulog.com.au
www.lifestylefood.com.au

23. Make it easier to complain...

24. Regular online surveys...
www.
Su rveyM
onkey
.com
How reliable is your
Mystery Customer Survey?

25. Manage your profile…

26. Add your CV to Linkedin.com
– this ensures that a Google
search for your name will come
up the way you want it to!

27. Who’s responsible for this -
redefining the marketing role?
Profitable Hospitality can help
with your action plan…time to
join!

28. Mark Twain: “Never ascribe to
conspiracy that which can be
explained by stupidity”

29. Thank
you
Ken Burgin
ProfitableHospitality.com