February 17, 2015

32a95460-15bc-433b-95d7-e69bd3d3624aThey say word of mouth is the best sort of advertising any company can receive.

For example if you had a great stay in a hotel or had a lovely meal at a local restaurant, you are likely to inform everybody just what a great time you had, whether it is your friends or family, or work colleagues or neighbours you tell more people than you think.

This weekend I went to a restaurant for a relative’s birthday and felt I enjoyed it that much that I would visit TripAdvisor and inform the world of my wonderful dining experience.

Part of this process is clarifying the experience you had by reading other glowing reviews and knowing that other diners were given the same great experience.

Yet, on the very same day I visited this same restaurant it was given a very poor review and the staff got slated for their service.

This was the review that was left:


What surprised me even more was the response:


This leaves me in a quite difficult position, because I had such a great time yet they have openly heckled a customer that had a bad experience.

On the flip side, I used to work in a bar/restaurant and know all too well to difficult customers you encounter on a daily basis and made me question the age old cliché of the customer is always right.

After a closer look on TripAdvisor, this restaurant does not seem to be the only maverick of restaurants and hotels fighting back against unfair, poor reviews.

Take a look at this one here:


This slightly more articulate response than the previous example shows how you can turn a very bad review on its head.

What have we learnt from this?

Firstly, only take recommendations from people you trust – hearing it from people who you know well and have good judgement is the way forward as opposed to the critical keyboard warrior who may have either poor judgement or is the customer from hell.

Another handy tool on TripAdvisor is when you float over the reviewers name, you can see the balance of reviews they have previously given. If they mostly give negative reviews, you can probably guess the type of customer they are.

My advice is to stick to recommendations from people you know and trust, with the current trend of the troll and the keyboard warrior, sometimes the internet just cannot be trusted.

Thanks again

Ben Lyons copy


Content Marketing Consultant

The Internet Marketing Academy


(Image courtesy of Dollarphotoclub)

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