The web is just lousy with amateur restaurant reviewers—ignore them at your peril.
About a year ago, Bruno Serato got a taste of what the Internet can do. An anonymous writer had posted several reviews of Serato’s Northern Italian restaurant, Anaheim White House, on various Web sites. All the reviews were negative and, Serato claims, inaccurate.
“It was very nasty stuff,” he recalls. “Items that didn’t exist on the menu.”
Serato consulted a lawyer, but found there was nothing he could do. “It’s a free country, you have to let them write what they want. But they do damage.”
With the help of the Internet, not only is everyone a critic, but they can be heard around the world. On one hand, the more customer feedback you get, the better. On the other hand, negative reviews on sites like Yelp.com or on blogs can sway the opinions of potential customers. Properly handling less than stellar reviews can improve customer relations, your restaurant and boost your reputation online.
http://www.restaurantbiz.com/index.php?option=com_content&task=view&id=13816
