Boner’s BBQ in Atlanta is learning the hard way that your reputation counts and that bad press, well….it spreads really, really fast. After blasting a customer who left a negative review on Yelp, the news of their social media blunder quickly spread to news and TV outlets nationwide. Don’t believe me? Simply type Boner’s BBQ into Google and you will see a string of unfavorable news stories and search results. Bottom line, their poor handling of a negative review has turned into a PR nightmare for this local business.
Now if you are looking for a full account of the events, check out this excellent, uncensored article by Scott Stratten, author of UnMarketing. But here is the overview: Stephanie leaves a negative review on Yelp. The person handling Yelp and Facebook for Boners BBQ responds with an attack. (They say she didn't tip. She said she did.) Regardless, they proceed to blast her on social media sites such as Facebook and Twitter. As you can see, they even went to the trouble of adding her picture to their Facebook rant.
Before I dine out at a new restaurant, I typically do read reviews. Sometimes I see reviews that in my opinion are over the top, rude, or really harsh. Often times, I’m sympathetic for small business owner’s, especially the ones who respond kindly, and just chalk the reviewer up as someone who was having a bad day. If only Boner’s BBQ had responded in this way…
Stephanie, thanks for taking the time to leave a review. I’m sorry your dining experience did not meet your expectations, but thank you so much for your suggestions. We love what we do and are constantly looking for ways to improve. Thanks for stopping in and we hope to see you again soon!
That response totally nullifies that page long negative review. Your reputation is protected and it tells future customers that you are a business who cares and takes pride in your work.
If you are using Social Media and review sites such as Yelp for your business, it is important that you are aware of what your customers are saying. Believe me, they are talking! Be sure the person in charge of your Social Media understands how to properly manage your online reputation and respond to conflicts when they arise in a professional, polite manner. Your reputation counts and the livelihood of your business is ultimately at stake.
Until next time,