After my 2015 National Restaurant Show talk I was asked by a company called Typsy (formerly Upside) to come to Vancouver and teach their hospitality professionals about reputation management. I covered how to respond to positive and negative reviews, how to remove negative reviews and how to encourage positive reviews. Here’s a quick promo and some clips are below.
How should you handle negative reviews on TripAdvisor? Joshua Swanson, reputation management expert, will talk you through everything you should be doing to protect your hotel online. View the full course outline here: http://bit.ly/1WYzyTx
Once in a while an idea comes that’s good, but not great. So the idea festers for a long time until maybe, if you’re lucky, a new version of that same idea blossoms out of a random conversation that reminds you of the first idea and lighting strikes.
My digital agency for multifamily, GoToMyApartment, has a reputation management department with some outstandingly positive team members who face off with haters all day long. I also do a lot of speaking on the topic of reputation management in industries like hospitality, multifamily, entertainment and more. So with all of that negativity in mind, and for therapeutic reasons, I thought it would be a great idea to point out the humor that can be found in some of those terribly written and completely inappropriate reviews that my team has had to address by having them performed. I pictured a smoking jacket, or one of those overly edited YouTube videos where my team tries to read the ramblings of an obvious moron, but for whatever reason, we never got the idea shot.
Then, one glorious day, Jason and I were chatting about old ideas, like that one where we read really poorly written Yelp reviews to camera, and it came to me like a lighting bolt — SHAKESPEAREAN ACTORS! Yes, employ thespians trained in the language of the Bard to deliver the ramblings of the angry internet Yelp user word-for-word in all of its glory.
Introducing Reputation Management Theater:
We literally shot 10 episodes, so head over to GTMA’s blog for more, if you think you can stomach it. Oh, and guess what, the series won an award at the Apartment Internet Marketing conference! Thanks for watching!
Sometimes it really pays to be a restaurant and hospitality consultant. I was fortunate enough, while visiting and working with my client Lettuce Entertain You, to not only be treated for lunch at RPM Steak, (by far the best steakhouse I’ve ever been too), but also participate in shooting a feature for the Food Network show Top Restaurants. They were rating the top 5 best steaks and they decided to use my furrowed brow in the piece. I look angry, but I promise, the steak was divine.
Chef Doug Psaltis and partners RJ and Jerrod Melman really know how to put on a show. The Duke, the steak I devoured, was tender, delicious, juicy and everything you could ever want in a steak. The decor is modern and chic with just enough energy to feel like you’re really out somewhere special, but not so much that you’re unable to carry on a conversation. This is a must stop for all steak lovers, fish lovers and just diners in general looking for a vibrant restaurant with outstanding service and delicious food.