Demonstrating success in Negative Review Removal and Reputation Management for a local bar, night club and restaurant.
Improving Online Reputation with RetainTrust
A local Boston-based bar, night club and restaurant on trendy Newbury street, a family-owned establishment, had been a staple in their community for over 40 years. During the day, it operated as restaurant offering lunch, brunch, happy hour, and dinner. On regular week days after 10 pm, it transitioned into a sports bar, and on weekends, it transformed into a popular nightclub featuring a DJ and dance floor. Known for its cozy atmosphere, events, the restaurant enjoyed a loyal customer base and visitors.
In recent years, the business began to suffer due to a series of negative online reviews including Google Maps, Yelp, Trustpilot and TripAdvisor. These reviews highlighted various issues such as long line to get inside during the weekends, long wait time to get drinks, food quality, and occasionally rude staff. Occasionally, visitors expressed in the reviews dissatisfaction with the crowd at the bar, the music, and the overall atmosphere of the establishment. Also, reviews describing the bar’s nighttime operations have affected its daytime role as an eatery and restaurant. Despite efforts to address these concerns, the negative reviews continued to impact the online reputation and, eventually, its foot traffic and revenue.
The bar faced a significant challenge on how to improve its online reputation on review networks including Yelp, Google Maps, Trustpilot, TripAdvisor and others. It became crucial to attract new customers and retain existing ones especially when it’s so much competition on Newbury street and Back Bay neighborhood in general. With the majority of potential patrons relying on online reviews to make decisions, the negative online reviews were a critical obstacle to the establishment’s success. The owners of the bar needed a reputation management agency to help mitigate the damage caused by these negative reviews and improve their online visibility.
The Solution, Partnering with RetainTrust
RetainTrust, a leading online reputation management, digital marketing, and review removal company, was brought on board to address the issue. RetainTrust specializes in removing, reporting, or replyng to negative reviews on various online platforms, including Yelp. It also helps facilitating positive reviews from happy customers and improve the overal reputation for businesses.
Reputation Management Planning and Execution
- Negative Review Audit and Analysis. RetainTrust conducted full audit of all existing online reviews for the bar. This included identifying the most common patterns in the negative feedback and distinguishing between genuine customer concerns and potentially fraudulent or unfair reviews.
- Engagement and Resolution. The team reached out to customers (online and offline) who had left negative reviews, offering apologies and solutions to their complaints.
- Content Flagging and Removal. RetainTrust assisted the customer in claiming their business across various networks and applied content guidelines and rules to flag reviews that violated platform policies. This included irrelevant content, inappropriate language, mentions of specific individuals, or suspected fake and fraudulent reviews. With persistent follow-up efforts, RetainTrust successfully facilitated the removal of multiple negative reviews.
- Soliciting Positive Reviews. RetainTrust advised the establishment to encourage loyal and regular customers to leave positive reviews on Google, Yelp, Trustpilot, TripAdvisor and other platforms. This was done through restaurant’s website prompts, emails, and social media campaign.
- Enhancing Online Presence. The team also worked on improving the restaurant’s overall online presence by optimizing their business profile pages, social media, and search engine optimization (SEO). This included updating business information, adding high quality photos of the bar, and writing about positive customer experiences.
Reputation and Review Management Results
In three months after partnering and implementing RetainTrust’s strategies, the bar experienced a significant improvement in its online reputation that increased online reservations through networks like OpenTable by 20% and increase in foot traffic by over 35%.
- Increased Yelp Rating. The bar’s overall Yelp rating improved from 3.2 to 4.6 stars. On Google, it increased from 2.9 to 4.4.
- Growth in Positive Reviews. There was a noticeable increase in the number of genuine positive reviews, with many customers praising the bars efforts, staff, and ownership, some people were grateful to the management for addressing past issues.
- Enhanced Customer Perception. The engagement and resolution of online complaints helped rebuild trust with existing visitors and attracted new ones.
- Boost in Revenue: The improved online reputation led to visible increase in foot traffic and rise in overall revenue.
Conclusion
By partnering with RetainTrust, the family-owned bar, restaurant, and restaurant on trendy Newbury street in Boston successfully navigated the challenges brought by negative online reviews. The steps taken by RetainTrust not only improved the restaurant’s online reputation but also had a noticeable positive impact on the overall business performance. This case study highlights the importance of effective online reputation management and proactive approach facilitating positive reviews.
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