Pizza Today - November 2019 - 43
will see ridiculous reviews for what
they are, and you'll be seen as the
rational adult in the room."
If the complaint seems irrational,
it may not be necessary to offer an
incentive. "Do not publicly offer free
stuff to every hothead," Karington
says. "That invites even more
complaints from scammers looking for
freebies."
Rather than asking customers
to delete comments, it may be best
to personally connect and offer an
experience that will lead to a future
visit or positive review. "I never
ask them to remove their negative
feedback," Richman says. "At the
end of the day, I want to make sure
customers know that they are heard
and ultimately have experienced the
happiness that we focus on providing."
* RECOGNIZE THE CHANCE TO BE HUMAN.
Poor reviews, especially for new
establishments, can be painful. "When
I first started Firepie, I personalized
reviews at a deep level," Richman says.
Over time, as sales increased, he saw
a change. "Once we started hitting
high volume transaction, I got a new
perspective of reality. Just as in life, it's
not possible to make everyone happy."
If poor feedback is weighing you
down, keep in mind that customers may
experience many positive experiences
but not record them. "People tend to
leave reviews when something went
wrong and forget the dozens of times
that everything was perfect," Borgese
says. n
RACHEL HARTMAN is a freelance writer
who covers small business, finance and
lifestyle topics.
HOW TO DEAL WITH
UNFOUNDED CLAIMS
What can be done if a complaint
seems illegitimate? "Some reviews
might come from fake customers or
valid customers with fake issues,"
says Steve Kurniawan, a marketing
strategist and SEO expert at We Know
SEO.
If the review seems baseless, try
these tactics:
* Check for misunderstandings.
A scathing review could come from a
confused customer. If your site notes
a delivery charge of $10 and the
customer thought it was $5, a simple
clarification of the policy might suffice.
* Notify the review platform. Ask
Google, TripAdvisor or the site where
a fake review is published to take the
comment down. "They might remove
the review if you have sufficient proof,"
Kurniawan says.
* Look at other options. "If the
review's intent is malicious, consider
pursuing a legal action to prevent
further damage," Kurniawan says.
N O V E M B E R 2 0 1 9 / P I Z Z AT O D AY. C O M / 4 3
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Pizza Today - November 2019
Table of Contents for the Digital Edition of Pizza Today - November 2019
Pizza Today - November 2019
Commentary
Contributors
Expo Spotlight
Meet the Makers
Conversation
Man on the Street
Tony’s Trending Recipe
Knead to Know
Destinations
Server Station Basics
Chicken Wings
Stuffed Crust Pizza
Cream Sauces
Negative Reviews
Pizza & Pasta Northeast
Hot 100/top 100 Lists
Product Showcase
Pizza Today Yellow Pages
The Marketplace
Reader’s Resource
Mike’s Monthly Tip
Pizza Today - November 2019 - CT1
Pizza Today - November 2019 - CT2
Pizza Today - November 2019 - Pizza Today - November 2019
Pizza Today - November 2019 - Cover2
Pizza Today - November 2019 - Commentary
Pizza Today - November 2019 - 4
Pizza Today - November 2019 - 5
Pizza Today - November 2019 - 6
Pizza Today - November 2019 - 7
Pizza Today - November 2019 - Contributors
Pizza Today - November 2019 - 9
Pizza Today - November 2019 - Expo Spotlight
Pizza Today - November 2019 - 11
Pizza Today - November 2019 - Meet the Makers
Pizza Today - November 2019 - 13
Pizza Today - November 2019 - Conversation
Pizza Today - November 2019 - 15
Pizza Today - November 2019 - Man on the Street
Pizza Today - November 2019 - 17
Pizza Today - November 2019 - Tony’s Trending Recipe
Pizza Today - November 2019 - 19
Pizza Today - November 2019 - Knead to Know
Pizza Today - November 2019 - 21
Pizza Today - November 2019 - 22
Pizza Today - November 2019 - 23
Pizza Today - November 2019 - Destinations
Pizza Today - November 2019 - 25
Pizza Today - November 2019 - Server Station Basics
Pizza Today - November 2019 - 27
Pizza Today - November 2019 - 28
Pizza Today - November 2019 - 29
Pizza Today - November 2019 - Chicken Wings
Pizza Today - November 2019 - 31
Pizza Today - November 2019 - Stuffed Crust Pizza
Pizza Today - November 2019 - 33
Pizza Today - November 2019 - 34
Pizza Today - November 2019 - 35
Pizza Today - November 2019 - Cream Sauces
Pizza Today - November 2019 - 37
Pizza Today - November 2019 - 38
Pizza Today - November 2019 - 39
Pizza Today - November 2019 - Negative Reviews
Pizza Today - November 2019 - 41
Pizza Today - November 2019 - 42
Pizza Today - November 2019 - 43
Pizza Today - November 2019 - Pizza & Pasta Northeast
Pizza Today - November 2019 - 45
Pizza Today - November 2019 - 46
Pizza Today - November 2019 - 47
Pizza Today - November 2019 - Hot 100/top 100 Lists
Pizza Today - November 2019 - 49
Pizza Today - November 2019 - 50
Pizza Today - November 2019 - 51
Pizza Today - November 2019 - 52
Pizza Today - November 2019 - 53
Pizza Today - November 2019 - 54
Pizza Today - November 2019 - 55
Pizza Today - November 2019 - Product Showcase
Pizza Today - November 2019 - 57
Pizza Today - November 2019 - Pizza Today Yellow Pages
Pizza Today - November 2019 - 59
Pizza Today - November 2019 - 60
Pizza Today - November 2019 - 61
Pizza Today - November 2019 - 62
Pizza Today - November 2019 - 63
Pizza Today - November 2019 - The Marketplace
Pizza Today - November 2019 - 65
Pizza Today - November 2019 - 66
Pizza Today - November 2019 - 67
Pizza Today - November 2019 - 68
Pizza Today - November 2019 - 69
Pizza Today - November 2019 - 70
Pizza Today - November 2019 - 71
Pizza Today - November 2019 - 72
Pizza Today - November 2019 - Reader’s Resource
Pizza Today - November 2019 - Mike’s Monthly Tip
Pizza Today - November 2019 - Cover3
Pizza Today - November 2019 - Cover4
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