As restaurateurs are all too aware, online reviews in concert with social media can cause a groundswell of chatter about a brand, good or bad.
Designed to ease the pain of reputation management, or at least streamline the process, Reputology.com is a monitoring and reporting platform that alerts restaurants anytime a new review is posted, allowing the operator to respond quickly to both negative and positive posts.
Reputology.com lets restaurants monitor all review activity from the various review sites from one platform, explains Jack Yu, co-founder of the year-old startup. For a multi-unit brand, this could prove a big timesaver. It sends out email alerts whenever there is a new review, ensuring the operator doesn’t miss a posting. Its analytic capabilities include tracking how key metrics are trending, compared across a brand’s different locations. Owners are able to see which actions worked, and which didn’t.
The program aims to puts the management of the restaurant’s reputation back into the hands of the owner, says Yu. He reports that customers will change their negative reviews 70 percent of the time when a restaurateur reaches out to them.
In December, Yu announced Reputology’s partnership with HootSuite, the popular social media engagement tool. With the addition of the Reputology app to HootSuite, restaurant owners will have access to social media and review sites through one dashboard.
Flagship Restaurant Group, a growing operation that owns seven restaurants in Omaha, Nebraska, one in Denver, and one in Fort Worth, Texas, was an early adopter of Reputology.com. The platform is used across the company’s four concepts, which include Blue Sushi Sake Grill, Roja Mexican Grill, Plank Seafood Provisions, and Blatt Beer & Table.
Like most current successful operations, Flagship is a major social media and online review participant. “We are active on Facebook and Twitter, and each of our restaurants has its own Facebook book and Twitter account,” says Megan Longo, director of marketing. “We also engage with customers through review sites, such as Yelp and TripAdvisor.”
Daily monitoring of reviews and social media is a critical element in Flagship’s operating strategy.
While Yelp and TripAdvisor do provide review notifications, having all its reviews organized one on platform streamlines the monitoring process, says Longo. Also, not every review site automatically sends out notifications.