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Reputation At Risk
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Reputation At Risk Presentation Transcript

  • 1. Reputation at Risk Managing Online Feedback about your Club’s Food & Beverage with Ken Burgin ProfitableHospitality.com
  • 2. What we want online…
  • 3. What we fear!
  • 4. How easy it is to post negative video online (see YouTube example on page)
  • 5. How easy it is to post negative video online (see YouTube example on page)
  • 6. Now everyone’s a food critic!
  • 7. isk ... eR Likelihood... s s th A sse Almost Likely Possible Unlikely Rare Certain Consequence... Catastrophe Major Moderate Minor Inisignificant
  • 8. “Online disinhibition effect” Def: people online are more focused on themselves and their emotions
  • 9. Monitor mention of your name on the web…
  • 10. Monitor Twitter with relevant tools
  • 11. Monitor Key Government Sites…
  • 12. NSW Name & Shame register is easily accessed on iPhone
  • 13. www.eatability.com.au
  • 14. Give people a chance to comment…
  • 15. Many of the comments will be positive!
  • 16. Dominate Google’s Page #1
  • 17. Get listed… www.eatability.com.au www.truelocal.com.au
  • 18. www.menulog.com.au www.lifestylefood.com.au
  • 19. Make it easier to complain...
  • 20. Regular online surveys... www. Su rveyM onkey .com How reliable is your Mystery Customer Survey?
  • 21. Manage your profile…
  • 22. Add your CV to Linkedin.com – this ensures that a Google search for your name will come up the way you want it to!
  • 23. Who’s responsible for this - redefining the marketing role? Profitable Hospitality can help with your action plan…time to join!
  • 24. Mark Twain: “Never ascribe to conspiracy that which can be explained by stupidity”
  • 25. Thank you Ken Burgin ProfitableHospitality.com