The below is a great example of how a multi-unit business manages it’s online reviews to improve client relations by partnering with a specialist like Operation Reputation.
Operation Reputation Founder Dick McNeely, commenting to the Business Observer’s Sarasota-Manatee Editor Grier Ferguson in her February 14, 2020 article.
Following are excerpts for the article (view complete article here):
Respond to every review from a customer, negative and positive. by: Grier Ferguson
Tracy Knight (3 Knight Communications) and Dick McNeely of Operation Reputation work with Sarasota-based Gecko’s to manage reviews on Yelp, Google, Facebook and TripAdvisor for six of the company’s Gecko’s restaurants and one Dockside Waterfront Grill restaurant.
They use the subscription service Operation Reputation, which allows them to monitor and reply to reviews. The technology helps, McNeely says, because it notifies him when there’s a new review, so he can respond quickly.
If it’s a good review, he thanks the reviewer and offers a response relevant to the comment. If it’s a less-than-positive review, or what they refer to as an “opportunity review,” he determines whether it needs to be escalated to someone up the Gecko’s chain.
Every morning, McNeely does an audit of each platform to make sure every review has received a response. He also gets to work after the lunch and dinner rushes, when there are waves of reviews to address. “People look at restaurant reviews when they’re making a decision about where to go,” he says. “It’s a statement to everyone who is going to be looking at the review in the future about how we handle the personality of the brand and how valuable the customer is.” view complete article here