According to a recent online article published on the New York Times.com, online reviews can make or break a business. The article featured Andrew Gruel, who is a restaurateur in California. His restaurants, Slapfish, serve sustainable seafood. During the year, Gruel was taken back by several negative reviews of one of his restaurants. Customers complained that prices were too high and the portions were too small, says the article.
Gruel said that he took the complaints seriously and went into damage control. He completely reinvented his menu with better prices and larger portions. He also invented some tempting combo meals for people to save money. Then, he emailed customers to invite them back to see all the changes that he made. His reviews that were once one-star soared to five stars, says the article. Because Gruel paid attention to the negative reviews and did something about it, he increased his business and got new customers, the article says.
The article quoted studies that show how consumers are more apt to choose businesses with high star ratings. If a business loses a star, it could potentially cause a decrease in sales and hurt the business. This is why business experts emphasize the importance of companies monitoring their online reputation, states the article.
This article quoted from several sources, such as Daniel Lemin, author of a book about online ratings. Lemin opines that even though star ratings have quite a longevity, older reviews tend to get pushed to archived pages. This may give companies enough time to fix the problems and have disgruntled clients satisfied again. Lemin says the best policy is for a company to apologize for any mistakes and try to make it right. Most of the time, that is all is takes to appease the customer.
Businesses that want to succeed pay close attention to their ratings, says the article. Several popular online review sites are mentioned. There is even an online company that tracks over 70 different review sites on the Internet. Chris Campbell, CEO and founder of this site says that there is a definite correlation between businesses that engage with their customers and their rate of success.
Some companies need to fix and control their online reputation. Fortunately, Status Labs has the experience and expertise to help them. From their headquarters in Austin and their satellite offices across the globe, Status Lab has a list of 1500 clients whom they are assisting with image management. How the public views a company is vital information. It can mean the difference between success and failure. With Status Labs, success is always in the game plan.