You pour your heart and soul into your business, work long hours and do your best to keep your customers happy. Then you go on to the internet and discover you have received a bad review. Your immediate reaction is anger, and your instinct is to go on the defensive. But it’s much better to look at it as an opportunity to turn a negative into a positive.
It took you years to make your restaurant dream a reality, but you finally got the doors open. You couldn’t be happier with how your grand opening is going – until you get less-than-flattering review from the biggest restaurant critic in town. Your reaction has the potential to make a bigger impact than the review itself, so your next moves are critical.
For guidance on what to do when you get a bad restaurant review, we sat down for some real talk with a trio of veteran restaurant publicists in Washington, D.C.: Meaghan O’Shea, director of marketing and PR for Farmers Restaurant Group (which owns Founding Farmers, Farmers & Distillers, and Farmers Fishers Bakers, Jennie Kuperstein, co-owner of Stand Out Public Relations, which represents Honeysuckle and Woodward Table; and Jennifer Resick Williams, founder of Know PR, which represents Mike Isabella’s restaurants, such as Arroz and Kapnos, and Del Campo.
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