Reputation At Risk Brisbane2010

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Reputation At Risk Brisbane2010

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

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