​Responsive crisis control

It’s easy to get canceled these days. For a restaurant, a critical online review going viral, a negative story about a key supplier appearing in the news, or a food safety crisis can do it. Even the public’s perception of a restaurant’s connection to the war happening on the other side of the world (whether that connection actually exists or not) can have consequences that temporarily derail a restaurant business. While you can’t control how people react to your business, you can take steps to manage a crisis in a way that turns down the heat instead of making the problem worse. Make it a priority to monitor and manage your online profile. When you receive a positive written review, thank the reviewer for the post. When the inevitable negative review happens, respond promptly and stay professional about finding a solution. If you feel you can do something to make the situation right, encourage the person to call you directly or invite them back – showing everyone how you handle an upset guest constructively may even win you some fans. If a larger crisis comes about, use your Google Business Profile and prominent space on your website to pose and answer commonly asked questions in an open, transparent way. While no restaurant is looking for crises, they can generate some opportunities to elevate your reputation with the public if managed thoughtfully and promptly.

---