Harness the power of a great online review

Stay on top of your reviews quickly & easily: just by checking your email

As a restaurateur, you know the power a good online review can have on your business.  Unfortunately you also probably know the power a bad review can have.  But who has time to check each site daily, looking for reviews and responding to customers when it counts the most? With Reputation Management from Fishbowl, you just have to read your email.

No more wondering what people say about you online! Reputation Management automatically sends an email notification to your inbox whenever a new review is written about your restaurant.  Keep an eye on your social buzz across several social networks, and view up to 3 competitors to see how your reviews stack up to theirs. You’ll also be able to monitor your online visibility, ensuring your address and phone information are correct across hundreds of local directories. 

Stay on Top of your Reviews

We watch hundreds of review sites, including Yelp, Trip Advisor, OpenTable, Google Plus, Google Maps, Bing Local, Yahoo Local, Kudzu, and more, and email you when a review is written about your restaurant.

When you log in, your Reputation Management dashboard displays all your online reviews from hundreds of web sites.  Stay on top of where your customers are talking about you, and what they’re saying.  Sort your reviews by source, viewing only those from Yelp, OpenTable or Trip Advisor. Or sort by ratings, viewing only 1 or 2 star reviews. Quickly learn how customers feel about your business, based on the sentiments in their reviews. Search for reviews that contain a certain keyword, such as “bad service” or “great food.”

Receive a good review? Share it on Twitter, Facebook and other social networks with a single click.

• Review notifications from hundreds of websites, delivered to your inbox
• Search for the reviews you want to respond to or share
• Share good reviews on your own Facebook or Twitter

Monitor your Social Buzz

We monitor several social networking sites, such as Twitter, Facebook, Foursquare, Instagram and more, and email you when we find a relevant social mention about your restaurant.

From the Social Buzz tab in the Reputation Management dashboard, track everything that’s being said about your business on social networks. See photos, tweets, and check-ins related to your business, or drill down to see social mentions on one specific network, like Foursquare. Search the social mentions using keywords, such as “fun” or “great.” Easily share social mentions on your own Twitter, Facebook, and other social network accounts. 

• Review social mentions from different networks, delivered to your inbox
• Monitor social networks from one place
• Share good social mentions on your own social networks

Track your Competitors

Monitor the online reputations of up to three competitors: compare their reviews head-to-head with your own. We’ll automatically suggest three competitors to track, or you can choose your own.

See at a glance how popular your competitors are. View how many times a competitor is mentioned on social networks like Facebook and Twitter. Get a clear view of how customers feel about your competitor’s business. 

• Track up to three competitors
• Compare competitors’ reviews to your own

See your Online Visibility

Your customers can only find you if they have the right address and phone number.  We review hundreds of online directories such as Google Maps, Yahoo! Local, Bing Local, MapQuest, YellowPages.com, SuperPages, and more, to ensure they have your details right, so your customers never have a moment’s frustration getting to you. 

• Learn where your business is listed online, so you can fill in the gaps
• Quickly find inaccurate listings, and go to fix them in a single click

Want to learn more about Reputation Management by Fishbowl? Contact Amy Plumley at (703) 836-3421.

Bad online review? Here's how to handle it

When your restaurant receives a bad online review, you may be tempted to fire off an emotionally charged response telling the reviewer how wrong they really are.

But that’s the wrong move, online review experts say, and could end up making the problem worse. Instead, restaurant owners should engage the unhappy customer, identify what sparked the bad feelings, and take steps to win back the customer by fixing the problem.

“Nearly 80 percent of the reviews on [Yelp] are three-star or above,” said Morgan Remmers, Yelp’s manager of local business outreach. “Those negative experiences that are actually giving constructive feedback are really important to note so you can implement that feedback and make that user experience, going forward, a better one.”

Remmers was one of the online experts who shared insights with restaurant owners during the National Restaurant Association’s members-only webinar, “Responding to Online Reviews.”

Restaurants should have policies in place that determine how they respond to negative reviews, said another panel member, Dan Simons, owner of the Washington, D.C.-area Founding Farmers restaurant. Simons has paid close attention to online customer engagement since he opened the restaurant, and Founding Farmers has drawn more than 3,000 ratings on Yelp. Restaurants should strive to engage customers on Yelp and other review sites, Simons said. Active engagement also seems to encourage other customers to submit reviews, he said.

Listen to the National Restaurant Association’s webinar, “Responding to Online Reviews.”

It is also important to develop what Simons calls a “neutralizer,” a standard process for assessing reviews that removes emotional elements and puts the focus on the issue driving the review. “We start to separate the review into its useful pieces,” Simons said. “When we want to respond to a guest, we don’t have to think about responding emotionally to their emotion, we just have to focus on the catalytic event.”

Listen to the archived webinar and learn:

• How Yelp selects which reviews appear on a business’s page
• Techniques to respond quickly and effectively to negative reviews
• How to find and maintain your restaurant’s unique voice
• How to zero in on the issue that led to the negative review, respond appropriately and earn customer loyalty.

Get “Online Reviews: The New Word of Mouth,” the leading guide to online reviews for restaurants.