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How to Respond to a Negative Review

October 1, 2013

Jason Dangle, Fishbowl SM3 Team

It happens to every restaurant at some point. A bad day has led to a displeased guest. In the old days, you might have to deal with negative word of mouth. But, with the rise of websites like Yelp, a bad review can have a boomerang effect, impacting the bottom line of a restaurant substantially over time.

Fishbowl’s SM3 team works with restaurants every day to alleviate the damage a bad review can create. Over time, they’ve developed a system of best practices to give you the confidence to deal with harsh criticism. We sat down with SM3 veteran Jason Dangle to get his advice on how he deals with critical online reviews. Let’s see what he has to say. Read more