1. Plein Sud – New York City
This Tribeca French brasserie suffered a poor review in the New York Times, with an eye-opening review by restaurant reviewer Sam Sifton. While this negative review was upsetting, the staff took it as an opportunity to make changes to their menu and procedures. While many small and medium businesses cringe and wait for poor reviews, they can be great sources of advice. While most companies take reviews with a grain of salt, it is also important to listen to customer feedback and make changes as needed. The owner of Plein Sud has since noted that business is even better than before. Sometimes it just takes a harsh, but truthful review.
2. EA Games
The debacle surrounding the SimCity release in 2013 rippled across the internet, with many established game reviewers and individual consumers in an uproar. The game was buggy and often times unplayable, due to server crashes. However, EA weathered the storm, using customer service tactics to repair damaged relationships with distraught gamers. Refunds, free game copies, and bug fixes in patch updates allowed this giant gaming company to make a comeback after the SimCity disaster. Once these issues were addressed and fixed, EA learned an important lesson about server management and customer service.
3. Divine Skin Spa – Arizona
This Scottsdale business takes a very proactive approach to negative reviews. A strategy of positive customer service and a quick response timeframe has changed many spa detractors into promoters. The owner of Divine Skin Spa makes sure to personally reply to every negative review on social media daily, and he makes an attempt to repair every relationship. Customers will remember companies that assume positive intent and have a proactive strategy in place.
4. Dr. Armando Soto
While social media experts do typically not recommend lawsuits, a doctor in Florida took legal action against a former patient who posted a negative online review. Medical professionals are becoming increasingly worried about poor reviews, especially if the public is lashing out over health issues that cannot be controlled by the medical community. Physicians like Dr. Soto are making lawmakers question the line between free speech and libel. Dr. Soto remained positive, hoping to work through these issues directly with the patient.
5. mar’sel – California
Michael Fiorelli, the chef at this Rancho Palos Verdes acknowledges the power of online reviews and their impact on business and reputation. However, he does not let negativity weigh down mar’sel. They hold their heads high and strive to provide the best experience and food possible.