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Reputation At Risk Brisbane2010
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  • 1. Reputation Managing Online Feedback about your Restaurant, Cafe, Hotel, Club with Ken Burgin ProfitableHospitality.com at Risk
  • 2. What we want online…
  • 3. What we fear!
  • 4. How easy it is to post negative video online...
  • 5.  
  • 6. Now everyone’s a food critic!
  • 7. Monitor Government Sites…in Queensland?
  • 8. The Name & Shame register is easily accessed on iPhone
  • 9. “ Online disinhibition effect” Definition: people online are more focused on themselves and their emotions
  • 10. Likelihood... Consequence... Assess the Risk... Almost Certain Likely Possible Unlikely Rare Catastrophe Major Moderate Minor Inisignificant
  • 11. Monitor mention of your name and others on the web…
  • 12.  
  • 13. Monitor Twitter with relevant tools
  • 14.  
  • 15. www.eatability.com.au
  • 16.  
  • 17.
    • When to react:
    • You really did make a mess
    • Someone is not telling the truth
    • The drums keep getting louder
    • You can save the situation
  • 18.
    • When NOT to react:
    • When it will just add fuel to the fire
    • When the person is angry with the world, not just you
    • If you’re still shaking with rage
    • The only way a bad review can really hurt you is if it’s the only review on the page.
  • 19. Give people a chance to comment…
  • 20. Many of the comments will be positive!
  • 21. Dominate Google’s Page #1
  • 22.  
  • 23.  
  • 24.  
  • 25. Get listed… www.eatability.com.au www.truelocal.com.au
  • 26.  
  • 27. www.menulog.com.au www.lifestylefood.com.au
  • 28. Make it easier to complain...
  • 29. Regular online surveys... www.SurveyMonkey.com How reliable is your Mystery Customer Survey?
  • 30. Manage YOUR profile…
  • 31.  
  • 32. Add your CV to Linkedin.com – this ensures that a Google search for your name will come up the way you want it to!
  • 33.
    • Who’s responsible for all this? New priorities for time management...
  • 34. Thank You! Ken Burgin www.ProfitableHospitality.com