THE BITTERSWEET SYMPHONY OF ONLINE REVIEWS

Hey there! It's Kelly Bush, co-owner of Marshall Street Bar and Grill and Union Tavern, and Kelly Metras, co-owner of Salena's Mexican Restaurant. As 2 people deeply embedded in the vibrant restaurant scene, we want to focus on a concept that served as the focal point of our Fringe Shows - the dangerous effects of negative online reviews.

In today's digital age, it's easier than ever for patrons to voice their opinions about their dining experiences. With just a few taps on their smartphones, they can broadcast their thoughts to the world through platforms like Yelp, Google Reviews, and TripAdvisor. While the ability to share feedback can be empowering, it also comes with significant consequences, especially for small businesses like ours.

Let's talk numbers for a moment. Did you know that a single one-star review has the potential to cost a small restaurant thousands of dollars in revenue? It might sound shocking. but it's the harsh reality we face in the hospitality industry. According to research conducted by Harvard Business School, a mere half-star improvement in a restaurant's rating can lead to a 7-99% increase in revenue. Conversely, a one-star decrease can result in a 5-9% decrease in revenue. For small, locally owned establishments, that difference can mean the difference between thriving and barely scraping by.

Of course, it's not just about the financial repercussions; there are also profound moral issues at play here. Behind every negative review is a team of hardworking individuals who pour their hearts and souls into delivering exceptional dining experiences. When someone leaves a scathing critique online, it's not just the business that suffers-it's the dedicated chefs, servers, and support staff who feel the sting of those harsh words.

Imagine spending years perfecting your craft, only to have it torn apart by a disgruntled customer who may have had a bad day or simply misunderstood your menu offerings. It's demoralizing. to say the least. As business owners, we take every negative review to heart. constantly striving to improve and exceed our guests' expectations. But sometimes, despite our best efforts, we fall short-and that's okay. Constructive criticism can be incredibly valuable. helping us identify areas for growth and refinement. However, there's a HUGE difference between constructive feedback and outright cruelty..

Now imagine if someone walked into your workplace and critiqued your every move.

Picture it: someone who isn't your employer, just a customer, scrutinizing your every action and interaction, then broadcasting their opinions to the world for all to see. Sounds a bit unnerving, doesn't it? Well, that's the reality we face in the restaurant industry every day.

The impact of negative reviews extends far beyond the digital realm. In today's interconnected world, prospective customers often rely on online reviews to inform their dining decisions. A handful of negative comments can tarnish a restaurant's reputation and deter potential patrons from giving it a chance. It's a vicious cycle!

But here's the thing-- just like in any profession, sometimes we're all having an off day. Maybe the chef's sauce didn't quite hit the mark, or perhaps the server was dealing with a personal issue that affected their usual charm. We're human, after all, subject to the same ebbs and flows as everyone else. It's important to remember that behind every negative review is a story, and sometimes, that story is more complex than meets the eye

So, what can we do to combat the dangers of negative online reviews? First, I urge you to approach online criticism with empathy and understanding. Before posting a negative review, take a moment to consider the human beings behind the business- individuals who are passionate about their craft and deeply invested in providing memorable experiences for their guests. If you do have a less-than-stellar experience. we encourage you to reach out to the restaurant directly. Most establishments welcome feedback and will go above and beyond to address any concerns you may have.

The dangers of negative online reviews are real, particularly for small businesses in the restaurant industry. Yet, amidst these challenges, lies an opportunity for growth and resilience. By having open conversations with our staff in the moment, we can resolve most issues moment, we can before they escalate to the point of deserving a 1 star review. Let's remember, we're all human beings, and we're committed to making things right when they go wrong. Here's to empathy, understanding, and delicious food!

Cheers!

Kelly & Kelly