THE OPERATOR’S!PERSPECTIVE:!

How to Protect Your Restaurant'’s Brand Online

WHAT’S BEING

SAID?

T O P 1 0 O N L I N E RESTAU - “RANTS”

1.  _________ was wrong with my service. 2.  _________ was wrong with my food. 3.  You suck because…. 4.  It was too expensive/too little food for too

much money. 5.  It wasn’t worth the _________. 6.  I can’t eat _________ and you didn't support

me. 7.  I felt _________ by your hostess/staff/

manager. 8.  It was so loud I couldn't hear myself eat. 9.  I saw a _________ in my food. 10.  ____________________________.

WHAT’S BEING READ?

WHAT’S BEING READ?

WHY DOES THIS!

MATTER?

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CUSTOMER EXPERIENCE EXCELLENCE ARE

THEIR COMPETITION.

News of bad customer service reaches more than 2x as many ears as praise for a good service experience.  

58 %  

of Americans perform online research about the

products and services that they are considering purchasing.

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There is proven ROI in doing whatever you can to turn your guests into advocates for your business. THE WAY TO

CREATE ADVOCATES

IS TO OFFER SUPERIOR

CUSTOMER SERVICE.

FIVE STEPS! TO DETERMINE

YOUR STRATEGY AND TACTICS

BE PREPARED.  1

þ  Get out in front þ  Determine your voice þ  Establish your guidelines þ  Get engaged þ  Drop the review through the

neutralizer filter þ  Train/protect your voice þ  Make it scalable þ  Use the information/all-way þ  Determine your playbook 1

2 MAKE THE INVESTMENT.  

2

2

2

YOU CAN'’T AFFORD NOT TO DO THIS.

3 RUN THE PLAY

BOOK.

4 MAKE IT SCALABLE.  

5 BE GREAT AT IT.  

RECAP: !

1. Make the investment.!1. Be Prepared.!

2. Make the investment.!3. Run the playbook.!4. Make it scalable.!

5. Be great at it.

Presentation created by Max Chen and slightly modified for an online format. Content owned by VSAG.