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Seeking Input: Best Social Media Responses to Guest Reviews

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Hi, all:

 

A couple of months ago, some of you helped me out with input for an article I was working on. I've cleared another such request with site staff, just because I thought it would be fun for everyone. I'm writing a B2B article for restaurateurs, with the working title "10 Best Responses to Restaurant Reviews on Social Media." 

 

I'm not just looking for zingers here, though I'll probably include one just 'cause (and I'll enjoy each and every one, so share away!). The assignment brief from my client reads:
 

Quote

We've given some great general information about how to respond to negative reviews on social media, but this article will show real-life examples of restaurants that have done it well, and what they said. In addition to providing the initial customer comment and the response, explain why the strategy worked so well in improving the customer's perception.

 

So, what I really want is examples that can translate into actionable strategies for restaurateurs in a range of circumstances: The forthright admission of culpability, the gracious acceptance of a compliment, the patient explanation of a restaurant's unique ethos, and so on. 

 

I'm sure a lot of us here in the community have seen examples of truly great (or appalling) interactions on review sites and social media outlets, so how about it? Anyone got a doozy, or a shining example, they'd like to share?


"The only questions that really matter are the ones you ask yourself."

Ursula K. Le Guin

 

"Not knowing the scope of your own ignorance is part of the human condition...The first rule of the Dunning-Kruger club is you don’t know you’re a member of the Dunning-Kruger club.” - psychologist David Dunning

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LOL Yeah...definitely a contender in the "zinger" category. :P


"The only questions that really matter are the ones you ask yourself."

Ursula K. Le Guin

 

"Not knowing the scope of your own ignorance is part of the human condition...The first rule of the Dunning-Kruger club is you don’t know you’re a member of the Dunning-Kruger club.” - psychologist David Dunning

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