While attending SxSWi in Austin last week, I ate at a wide variety of establishments, intentionally selecting restaurants whose cuisine and flair I’d never find in Columbus. My inner foodie really enjoyed the diversity that the Austin scene had to offer, even if some of the experiences were lacking in comparison to others.
Upon returning to Columbus, I performed my due diligence and wrote Yelp reviews on each of the establishments I visited while down South. Some I loved, some I detested, but in true Carolyn form, I was frank about my experiences. Here is one such review that was none too flattering:
This is how business is done.
Marketers embrace the scary concept of ratings and reviews. They monitor the social sphere. They thank customers for kind words, and reach out to unhappy customers to try to remedy unpleasant experiences.
They don’t ignore the voice of the customer, hoping it will quiet down after enough avoidance.
Just by acknowledging my experience and sending that message, the director of marketing for Roaring Fork has already begun to win back my business. Knowing that this is an organization that values its patrons’ opinions makes me willing to give them another try when I am back in town.