1, Overlord Chaji came to delete bad reviews
2. Hot pot catering people have been suffering for a long time
3. 4 ways to face bad reviews
Issue 1642
Text | Nguyen Thanh
Overlord Tea Ji came to the door to delete the bad reviews "home visit"!
The incident rushed to the hot search, and netizens quarreled
It's no surprise in the restaurant industry to eliminate bad reviews and maintain customer favors.
In the past few days, there has been a "bad review" incident in Bawang Chaji, and it has also been on the hot search, let's take a look.
On July 20, a netizen @seven7 posted a video saying that he was "visited by the overlord tea lady", one term is a tea brand, and the other term is a common "home visit" in the education industry.
It turned out that the netizen ordered the brand's new Huatian oolong in a store in Chengdu on July 19, and it felt different from before, not delicious, so he truthfully said the experience and gave a bad review, but he didn't expect to be "visited at home" the next day.
Through the surveillance video released by it, it can be seen that at about 14:30 on July 20, a little brother wearing overlord Chaji's work clothes came to the door and rang the doorbell, about 10 minutes later, the netizen went home and the two met.
The little brother recounted what happened, saying that because his mobile phone was set up with an unfamiliar number, he couldn't call, so he went to the door with the delivery man. The little brother brought a cup of milk tea to the netizen, as well as a small gift of badges, and said, "If there is any taste problem in the future, you can call him directly."
◎ The netizen concerned posted a screenshot of the video
In the end, the netizen concerned said that he felt very embarrassed at the time, and deleted the bad review under the witness of the little brother.
As soon as the video came out, it attracted many netizens to watch, and the opinions of all parties converged here.
Some people say that "it's too outrageous to run to the door", very worried about the leakage of personal privacy information, and in case the clerk has bad intentions or emotional instability, the personal safety of consumers will also be threatened;
Some said, "Shouldn't this be the company's reason?" "There is no bad evaluation, who will come to the door, the employees wear uniforms to the door, it is clear that they want to solve the problem, they are all workers, and the clerk is helpless to come to the door;
Some people say that "it is the right of customers to give bad reviews, why do they have to cancel it, and the products that do not allow bad reviews are a problem in themselves".
Someone else said, "How can an address be seen?" How to get it", so scared that Meituan's customer service also came out to respond, saying that the platform does not allow stores to find customers to delete bad reviews, "If the situation is serious, we will consider stopping cooperation with stores." ”
Kneel down to apologize and punish the customer for complaining 100 times......
In the hot pot catering industry, there have been bitter reviews for a long time
In the hot pot catering industry, there are many such "bad reviews" and "customer complaints" incidents.
Like the brand involved in this incident, a week ago, it was revealed that the departing employees were "showing the public" news, according to a chat record posted by the party, it can be seen that the reason for her publicity is still related to "bad reviews";
In April 2023, a number of Luckin employees posted that they were fined for writing bad customer reviews, remarks, and daily inspection standards, and those who were fined even hundreds of times, which attracted attention and even rushed to the hot search;
In January 2023, a store of Chongqing Yuan Laosi Hot Pot on Jianshe Road, Wuling District, Changde City, Hunan Province, the waiter knelt down to apologize because the customer was drunk and difficult;
◎ Screenshot of the video circulating the incident
In February 2021, at a sheep scorpion restaurant in Beijing, the waiter reminded customers to avoid waste, and the video was uploaded to the Internet, and someone gave a "bad review" to the restaurant......
There are many similar incidents, why are most businesses desperately trying to "eliminate bad reviews", and even many solutions are recklessly "calming people"?
On the surface, now customers will habitually look at ratings and evaluations before consumption, as a basis for decision-making, and in the era of advanced information, a small bad review is likely to make the store's business plummet, so merchants are very sensitive to "bad reviews".
At a deeper level, it is becoming more and more difficult to make money, and most restaurants have increased revenue in the first half of the year, and price reductions have become a general trend, which means that the back-end needs to control costs more.
As a result, many businesses have chosen the lowest-cost approach to negative reviews – directly linking it to employee KPIs. In order to keep their salaries, employees can only try various ways to eliminate bad reviews.
Just like the half-Buddha immortal of the main hardcore of station B UP said in a video, "Because the cost of solving the root cause of bad reviews is too high, too laborious, and there are many links to control." It's better to create a feeling that everyone in my house is applauded."
Confront the bad reviews
Let's take a look at some excellent cases of hot pot people
1. For online bad reviews, pay attention to problem tracing and replying to bad reviews
According to the analysis of online negative reviews by the Dining Data Research Institute, it is found that the negative reviews of hot pot restaurants are mainly concentrated in the seven hardest-hit areas: "inactive service, slow serving, low cost performance, long queuing time, poor taste at the bottom of the pot, stomach trouble, and confusion of preferential rules".
For some normal negative reviews, the store can appeal or communicate sincerely, arrange special personnel to monitor and reply to online negative reviews in real time, pay attention to the sincerity of the attitude, change if there is any, and encourage if not. (Click on the blue text to view the negative review response template)
At the same time, in the face of bad reviews, don't just be limited to superficial foolish solutions, but also pay attention to checking whether there are loopholes in the store's various mechanisms, and cut off the bad reviews from the source.
◎ 12 dimensions of customer complaints, picture source: Gong Wei's meal advice
For example, when Mr. Li, the manager of the first store of the Xiaoxiaohe Fish brand, inspected a store, he found that customers were "urging vegetables" frequently, and it was easy to generate customer complaints.
Carefully checking the customer's ordering records during peak hours, she found that there was a 40-minute difference between the customer's order time between the fish pot and the shabu-shabu, which caused a waste of ordering time, not the slow delivery of food in the back kitchen as reported by the front office staff.
In this regard, she asked the front office staff to guide the guests to order shabu-shabu in advance when receiving them. After a period of adjustment, when I went to inspect the store again, the phenomenon of "urging orders" in this store was significantly reduced, and the connection between the entire front hall and the back kitchen was also smoother.
2. For offline bad reviews, we should pay attention to attitude and timeliness
For example, Zhu Guangyu hot pot restaurant, from the beginning of the store's customers entering the store, the management team will conduct two customer surveys, the first is in the process of dining, if there is a potential customer complaint, the store must give feedback on the spot, understand the customer's demands, and solve the problem;
The second time is to check out at the cashier, the cashier will ask the cashier to ask about the dining experience again, and if a problem is found, the duty manager of the day will be asked to arrive at the cashier immediately to deal with customer complaints; If not, small snacks will be prepared and given to consumers to keep a good impression of the store.
On the whole, the management team requires the store to achieve more than 70% of the daily customer survey, and also makes all the daily customer complaints into a table and sends them to the management group to provide corresponding solutions for customer complaints.
3. Give customers an internal channel for complaints and exchanges
In addition to the public review platform, brand stores now have their own multiple platforms, which can strengthen operations and allow customers to communicate and complain on their own public platforms.
For example, Zhengzhou dark horse Hu Qingyi Chongqing hot pot, its founder Zhou Yachao will regularly hold an online "spit conference" in the circle of friends and WeChat groups, that is, "soliciting Hu Qingyi's slots", and there will be prizes for complaining.
Zhou Yachao said that the first is to let customers have an emotional outlet, and they still think it is fun; The second is that he feels that many hot pot restaurants do not have a "problem feedback channel", but through the complaining conference, problems can be found in time to improve operations.
◎ The fan base interacts lively
There are also many hot pot bosses who have now opened their own short video accounts, such as Sister Hong's string of incense, not only out of the circle with a series of surprise inspections of stores, but also her own account as a window for customer feedback, and follow up and solve it in a timely manner.
4. When encountering bad reviews, pay attention to timely reassurance of employees
I don't know if you have noticed, from the previous manner clerk pouring customer coffee, to the door-to-door visit of the Bawang Tea Ji employee this time, everyone is very objective and sympathetic to the workers, because the current precarious environment and high-pressure work are not easy for every worker.
These front-line employees not only undertake the arduous implementation of the work, but also find it difficult to protect their interests when problems arise.
As a brand and store, when dealing with bad reviews, we should also pay attention to the comfort and incentive mechanism for employees.
For example, Fat Donglai is very open and transparent in handling customer complaints, and previously used 8 pages to explain the "investigation report on the dispute between customers and employees".
◎ Screenshot of related news
It pointed out that customers can give feedback through the complaint channel, but they should not shout at employees on the spot, which is a serious act that hurts human dignity and dignity. There is also a daily employee grievance award, which originally ranged from 500 yuan to 5,000 yuan, but rose to more than 30,000 yuan in July this year.
Of course, in addition to dealing with normal bad reviews, in the face of malicious bad reviews, merchants must also bravely defend their rights and protect their legitimate rights and interests.
What do you think about the brand's door-to-door handling of bad reviews? Welcome to comment and leave a message.