Social Media Marketing for Restaurants
Cafes & Bars: –
Here from
Profitable bluehates with our fifth article in the series Fast-Track Social Media Marketing forRestaurants, Caféand Bars. we’re going to look at protecting your online reputation.
One of the most important topics here.
So many people got so much to say online. There’s a lack of inhibition. If they’re unhappy, they’ll blurt it out anytime. We’re gonna have a special in-depth one hour webinar just on this topic, more details about that a little later on. But reputation management needs to be handled in 3 distinct areas.
Local research
First off, you need to monitor efficiently and regularly, and very quickly what people are saying about you. Three services that I use are recommended. First one, Google Alerts. Sign-up for that and put in the terms you want us follow. So for instances, your business name Café Trapo, you put that term in. So, whenever the words Café Trapo were used together on a web site, maybe on a review, in an article hopefully, or anywhere else. You will get an email with a link to where it’s mentioned. Put your own name in there. Put the name of maybe key staff members. Put some competitor names in and if you wanna keep track of, if ever they’re mentioned online. Put some terms in for your local area possibly events that are happening in your area. You might wanna look at. Social Oomph, it’s another one, funny name but very effective service. Again, put your name, business name, competitor names in to see if They’re ever mentioned on Twitter. And Nutshell Mail, very comprehensive service covers a whole range, monitors a whole range of different web sites. I recommend you use all of those. Google Alerts very effective. It’s not 100% effective, but it certainly will give you some great intelligence and other things you need to do in addition.
Online area search
The second part of the strategy is making sure that when people search online your name is associated with lots of good news. So obviously, your web site is gonna be up top of the google search, that there’s mentions online from local media, local stories. It’s why you need to be generating good news and your online news diary is a great way to do that. So there’s lots of links to you and it’s all under your guidance. Generating good news, announcements, and the latest positive things. Any negatives there might be, maybe there is one, but very quickly it’s gonna slip down on the page 2 or page 3 as you push more and more good news online. Have you gone a Google search for your own name recently? I did the search the other day, and this is what came up. So, obviously my web site, first two tray, my Twitter profile, my LinkedIn profile, couple of articles, comment I made on another forum on a web site, Facebook mentioned there. For US professionals, it’s very important to manage your reputation online as well. So, make sure, you know, check what’s listed for your name and things like Twitter, LinkedIn, very important and at least to establish a profile because that way it’s gonna be showing up the way you want to on page 1. Third part of our strategy is managing the feedback we get. So we want to encourage the feedback and give people the opportunity to show it privately if possible
a lot of websites don’t have a feedback form. You know, when we see feedback form it’s almost a command to people saying, “Here’s where you give feedback, you don’t have to go to a review site.” So here’s a simple example. This is very easy for your web post and to put on your site and it comes back to you privately and preferably don’t make the phone compulsory because in most situations people would not give you their phone number. But, obviously, they need the email. When reviews go up on web sites, I believe it’s very important that virtually all of them have a response. Obviously, the negative ones you got to respond in a particular way. You know, one way I’m gonna show you particular responses, the best phrases to use for positives and negatives. But, here’s an example of a hotel in Hawaii. Virtually every review that goes up, they just say
“Thank you.” And occasionally there’s a wrinkle and someone doesn’t like the breakfast or something and they’ll respond to that as well. But, you know, the more positive responses you reply to, people will look at the negative post in a different way because they know you care and you noticed. So many reviews on Trip advisor especially on restaurants and bars, where there’s a lot of reviewing happens for those not just accommodation. And, there’s no reply, there’s no responses. It’s almost like if someone rang up with a complaint and you refuse to speak to them on the phone. It’s just silly; I think it’s very short sided. So please, with these services, these review services you need to register and claim your listings so they can establish that you’re the owner or manager of that business. That then gives you the right to go in and make your response if there’s something that’s going wrong. When to reach, well, pretty much all the time. I’d say in most situations you need to respond and certainly if someone’s not telling the truth about something, just present the facts. Just in a very matter of fact why without emotion and sometimes it’s just about having an apology, “Yes, it really was a bad night. We were short staffed and I’m sorry there are discomforts for you,” and oftentimes that will save the situation. Again, because you’re competitors, they don’t do this, they just ignore it. The contrast is between you who cares and responds on them who just don’t seem to care at all. Sometimes though, you need to be careful not to reach certainly if you’re still shaking with emotion from reading a bad review. Just don’t respond right in. Tomorrow will door go and talk to some other people.
Do a little bit of research
Just calm down. Remember, sometimes these are people who are just really unhappy people. And, there’s not much in their life except going online and having a rant. I’m sorry you’re a victim of it but it just sometimes happen that way. Remember if that’s only a bad review that’s the only one there on your page, that’s a pity. We need to encourage our customers to put reviews up. If people are having a really great time, say “Can you go on to ---or Yelp or whatever and make a comment? It’ll be great to see it here" Justencourage that we want losts of comments. You see, when we see 100 reviews, which is quite common to see at a lot of venues, there will always be a few out lies. The really negative one, the ----- positive one. Most people brush off both of those and look at those middle reviews. The one that gives out a 7 or 8 out of 10, to most people, they are the most reliable and truthful ones. So make sure there are plenty of those. We’ve covered a whole range of social media marketing . Let’s just draw back and have a look at some of the things there. The people are expecting quick responses. So they’re expecting you to be noticing things. That’s the importance of having that monitoring happening automatically. They want more transparency. They want to know what’s happening behind the scenes. They want an openness and honesty. You can’t just hide behind a letter or a PR person. Privacy is an issue when we do our Facebook. Webinar will be looking in-depth on some of those privacy issues. Yes, it’s absolutely possible to keep your own privacy intact and be active in social media. It’s not an either-or thing. And you know, this is so broad and widely used now. All these social media services, you can’t just be pulling up the draw bridge and try to keep it away and ignoring it. That’s a waste of ---- and don’t forget your mobile phone. Your customer’s mobile phone is the most important tool I’ve got often, that’s their little computer. How does your website look on a mobile phone? We’ve looked at different social media services but a lot of websites need updating as well so that they are really mobile friendly. So that’s the 5th of our series that we finished on our videos. Now here’s the range of in-depth webinars. Each a full area where resource page and all the information and links and online Q&A that we’re gonna be offering. At first, to protect your online reputation. The second one, lots and lots more examples and tools for boosting your web site’s power and popularity. The third one on Facebook, you know it’s the elephant in the room, we really need to use that effectively. I’ve got 10 free online promotional tools in our fourth webinar. Lots and lots of examples beyond just the ones we mentioned in this series. And then, the fifth one on list building and email marketing. We’re gonna give you lots and lots of examples, lots of how toss. The webinars include the downloads. All the links and references of Profitable Hospitality page will be setup with all the resource links for you. You got full replay, just like you’re watching . You can come back whenever you want to. There’s also a Q&A session with me where we can answer individual questions and show you the how tos to all of those. everything’s gonna come for free.
any idea comment below.
So many people got so much to say online. There’s a lack of inhibition. If they’re unhappy, they’ll blurt it out anytime. We’re gonna have a special in-depth one hour webinar just on this topic, more details about that a little later on. But reputation management needs to be handled in 3 distinct areas.
Local research
First off, you need to monitor efficiently and regularly, and very quickly what people are saying about you. Three services that I use are recommended. First one, Google Alerts. Sign-up for that and put in the terms you want us follow. So for instances, your business name Café Trapo, you put that term in. So, whenever the words Café Trapo were used together on a web site, maybe on a review, in an article hopefully, or anywhere else. You will get an email with a link to where it’s mentioned. Put your own name in there. Put the name of maybe key staff members. Put some competitor names in and if you wanna keep track of, if ever they’re mentioned online. Put some terms in for your local area possibly events that are happening in your area. You might wanna look at. Social Oomph, it’s another one, funny name but very effective service. Again, put your name, business name, competitor names in to see if They’re ever mentioned on Twitter. And Nutshell Mail, very comprehensive service covers a whole range, monitors a whole range of different web sites. I recommend you use all of those. Google Alerts very effective. It’s not 100% effective, but it certainly will give you some great intelligence and other things you need to do in addition.
Online area search
The second part of the strategy is making sure that when people search online your name is associated with lots of good news. So obviously, your web site is gonna be up top of the google search, that there’s mentions online from local media, local stories. It’s why you need to be generating good news and your online news diary is a great way to do that. So there’s lots of links to you and it’s all under your guidance. Generating good news, announcements, and the latest positive things. Any negatives there might be, maybe there is one, but very quickly it’s gonna slip down on the page 2 or page 3 as you push more and more good news online. Have you gone a Google search for your own name recently? I did the search the other day, and this is what came up. So, obviously my web site, first two tray, my Twitter profile, my LinkedIn profile, couple of articles, comment I made on another forum on a web site, Facebook mentioned there. For US professionals, it’s very important to manage your reputation online as well. So, make sure, you know, check what’s listed for your name and things like Twitter, LinkedIn, very important and at least to establish a profile because that way it’s gonna be showing up the way you want to on page 1. Third part of our strategy is managing the feedback we get. So we want to encourage the feedback and give people the opportunity to show it privately if possible
a lot of websites don’t have a feedback form. You know, when we see feedback form it’s almost a command to people saying, “Here’s where you give feedback, you don’t have to go to a review site.” So here’s a simple example. This is very easy for your web post and to put on your site and it comes back to you privately and preferably don’t make the phone compulsory because in most situations people would not give you their phone number. But, obviously, they need the email. When reviews go up on web sites, I believe it’s very important that virtually all of them have a response. Obviously, the negative ones you got to respond in a particular way. You know, one way I’m gonna show you particular responses, the best phrases to use for positives and negatives. But, here’s an example of a hotel in Hawaii. Virtually every review that goes up, they just say
“Thank you.” And occasionally there’s a wrinkle and someone doesn’t like the breakfast or something and they’ll respond to that as well. But, you know, the more positive responses you reply to, people will look at the negative post in a different way because they know you care and you noticed. So many reviews on Trip advisor especially on restaurants and bars, where there’s a lot of reviewing happens for those not just accommodation. And, there’s no reply, there’s no responses. It’s almost like if someone rang up with a complaint and you refuse to speak to them on the phone. It’s just silly; I think it’s very short sided. So please, with these services, these review services you need to register and claim your listings so they can establish that you’re the owner or manager of that business. That then gives you the right to go in and make your response if there’s something that’s going wrong. When to reach, well, pretty much all the time. I’d say in most situations you need to respond and certainly if someone’s not telling the truth about something, just present the facts. Just in a very matter of fact why without emotion and sometimes it’s just about having an apology, “Yes, it really was a bad night. We were short staffed and I’m sorry there are discomforts for you,” and oftentimes that will save the situation. Again, because you’re competitors, they don’t do this, they just ignore it. The contrast is between you who cares and responds on them who just don’t seem to care at all. Sometimes though, you need to be careful not to reach certainly if you’re still shaking with emotion from reading a bad review. Just don’t respond right in. Tomorrow will door go and talk to some other people.
Do a little bit of research
Just calm down. Remember, sometimes these are people who are just really unhappy people. And, there’s not much in their life except going online and having a rant. I’m sorry you’re a victim of it but it just sometimes happen that way. Remember if that’s only a bad review that’s the only one there on your page, that’s a pity. We need to encourage our customers to put reviews up. If people are having a really great time, say “Can you go on to ---or Yelp or whatever and make a comment? It’ll be great to see it here" Justencourage that we want losts of comments. You see, when we see 100 reviews, which is quite common to see at a lot of venues, there will always be a few out lies. The really negative one, the ----- positive one. Most people brush off both of those and look at those middle reviews. The one that gives out a 7 or 8 out of 10, to most people, they are the most reliable and truthful ones. So make sure there are plenty of those. We’ve covered a whole range of social media marketing . Let’s just draw back and have a look at some of the things there. The people are expecting quick responses. So they’re expecting you to be noticing things. That’s the importance of having that monitoring happening automatically. They want more transparency. They want to know what’s happening behind the scenes. They want an openness and honesty. You can’t just hide behind a letter or a PR person. Privacy is an issue when we do our Facebook. Webinar will be looking in-depth on some of those privacy issues. Yes, it’s absolutely possible to keep your own privacy intact and be active in social media. It’s not an either-or thing. And you know, this is so broad and widely used now. All these social media services, you can’t just be pulling up the draw bridge and try to keep it away and ignoring it. That’s a waste of ---- and don’t forget your mobile phone. Your customer’s mobile phone is the most important tool I’ve got often, that’s their little computer. How does your website look on a mobile phone? We’ve looked at different social media services but a lot of websites need updating as well so that they are really mobile friendly. So that’s the 5th of our series that we finished on our videos. Now here’s the range of in-depth webinars. Each a full area where resource page and all the information and links and online Q&A that we’re gonna be offering. At first, to protect your online reputation. The second one, lots and lots more examples and tools for boosting your web site’s power and popularity. The third one on Facebook, you know it’s the elephant in the room, we really need to use that effectively. I’ve got 10 free online promotional tools in our fourth webinar. Lots and lots of examples beyond just the ones we mentioned in this series. And then, the fifth one on list building and email marketing. We’re gonna give you lots and lots of examples, lots of how toss. The webinars include the downloads. All the links and references of Profitable Hospitality page will be setup with all the resource links for you. You got full replay, just like you’re watching . You can come back whenever you want to. There’s also a Q&A session with me where we can answer individual questions and show you the how tos to all of those. everything’s gonna come for free.
any idea comment below.
