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owner response a contact form or an email address if it is a clear case of bullying or trolling by a competitor most of the popular review sites will remove the offensive item on request best practice for a bad issue is to privately take it up with the reviewer site or publication and ask for constructive criticism and guidance on how to make their experience better regardless of whether you disagree with their point of view the fact that you acknowledge their opinion will be appreciated these steps are basic customer service translated for the internet the game plan has changed significantly since matthew evans was a reviewer but it represents new opportunities for hospitality businesses working with customer reviews can demonstrate that you are open to using feedback to nurture your business and it has the potential to turn the reviewer and their friends into long term advocates so when it comes to opinion be hospitable that after all that is the name of the game a version of this piece first appeared in espresso italiano magazine and online for lavazza more social media advice from me can be unlocked by lavazza customers on that website in the current issue i talk about yelp for the hospitality industry 2 comments labels branding eatdrinkblog food and beverage marketing marketing marketing chefs restaurant critics restaurant reviews social media 21 november 2012 f b social media the art of being social photo by homelesshub it takes 20 years to build a reputation and five minutes to ruin it if you think about that you ll do things differently warren buffett what is social media for the hospitality industry what have you heard about social media marketing for restaurants was it it s free but it s all too hard they could be right but the first thing to consider before discussing this topic is what actually brings new customers through the door if a venue has a good reputation you don t need to advertise it right your customers come via recommendation from their friends or after reading a positive review that s what most assume australians are skeptical of cafes or restaurants that advertise only 14 trust ads but most will trust and respond to a recommendation from within their personal network so the solution for growing your market share is to tap into opinion social media marketing is the new word of mouth recommendation amplified much further than ever before but if your venue is not particularly hospitable it s not clean and not passionately run well social media is just not your friend and that s because online opinions are like applying a magnifying glass to your operations and accountability then spreading that to a huge audience so for the hospitality industry social media is a tool for reputation management what to consider before using social media once you start using social networks there is no turning back you will need to allocate some time to read and sometimes to talk online and for some that s most days that your venue is open with reputation as a key factor to your success finding the time should be a priority if you choose to do it then use social networks as a point of customer service for inspiration and to share your enthusiasm for venues it is not a place to brag about how much you spent on the place bitch shout or even broadcast like it s an advertisement it s networking in a community space so be friendly and polite consider if and how your staff use social networks remind them of their responsibility to the venue s reputation in their personal interactions online this includes the etiquette of making online comments about their employer or colleagues not publishing confidential information or images and how they can help with customer service where to begin social media networks range from review sites to photo apps on smart phones blogs and online scrapbooks and of course about 50 of australians stay in touch via facebook most of it can be updated easily from a smart phone so won t tie you to a desk start by looking at the online review sites to take the pulse of your business act on suggestions made by public reviewers consider what is the best and strongest feature of your venue if your place was a person what would that person sound like what would they like to talk about this will help you find the right social platform for you and assist in choosing the things your guests will enjoy reading about from you online then decide who will be involved from your team behind the scenes photos are very popular and help the public develop a more interested and understanding relationship with the business snippets of news from certain staff can also spread the social work load use platforms that link to each other that can help to economise on time spent online for example some platforms like instagram and pinterest will allow you to post a photo to other social networks at the same time hootsuite will allow you and your team to share updates to a few other social media platform accounts as well as schedule posts into the future and you can use your phone to push notifications to you if an enquiry has been made via facebook or twitter that way you can respond quickly whether there is a customer issue or a compliment the elephant in the room crisis management is the voldemort of social media well until you think of online criticism as an opportunity to improve your product and to create a more loyal customer they key is to be polite and to listen that is the art of being social acknowledge both compliments and negativity with grace publicly if you feel the need to be combatative take a deep breath and step away from the internet most often your loyal customers will step in on your behalf and call foul of the person who is badmouthing your business which will circumvent your need to speak defensively should you feel you are being harassed in a calm and polite manner invite the person to speak with you offline the reason for this is that you are leaving a trail of online footprints that will remain there for others to see and to judge long after the fact if you are genuine professional and run a business that cares for its customers then social media will be a fun way to engage positive opinions and reviews and because magazines and newspapers surf social media to find out what s hot it could be a way for you to get your business into other publications so can you really afford not to be social a version of this piece first appeared in espresso italiano magazine and online for lavazza more social media advice from me can be unlocked by lavazza customers on that website in the next issue i talk about yelp for the hospitality industry 0 comments labels branding comment f and b food and beverage marketing marketing marketing chefs opinion restaurant critics restaurant reviews restaurants social media twitter 26 april 2012 making money from your food blog any intelligent fool can make things bigger and more complex it takes a touch of genius and a lot of courage to move in the opposite direction albert einstein do you wish that your blog made money monetizing your blog is known as pro blogging conferences that claim to teach you how to do this are an increasingly common money spinner it reminds me of pyramid schemes make money by teaching others to teach the same thing follow the hashtag streams from some of these events via twitter and it is evident that they re not saying anything new or mind blowing so here are my genuine tips for free in life if you want to make money you either become an employee or you start an enterprise deriving income from a blog needs to be approached in the same way as beginning an enterprise there are some blogs that have evolved seemingly naturally from being a hobby to an enterprise but they have a few things in common the blogger was filling a popular yet unexplored niche they put in very long hours to achieve it they made sure they stood out from the crowd they are very credible and well researched they were good at self promotion beyond the blog early in my career i was fortunate to have mentors and in return i do the same for others including assisting with business planning and helping my clients to stay on goal i also help with self promotion and personal branding some of this knowledge is what you need to build a blog that is a commercial enterprise in any enterprise my golden rule is it s not about you every business services a customer therefore it is all about the customer s needs and their point of view not yours this must permeate every decision you make planning the first step for anyone considering starting out is the business plan set your goals what are you aiming to achieve what amount of income do you realistically expect to achieve in the long term set your exit strategy when you have achieved your goals what will you do next sell out merge with another or evolve to another level in some cases the exit activity is to become a blooker to self publish a book based on your blog or secure a contract from a publisher define your focus every business needs a specific focus every commercial blog needs a set theme to have too many themes in a blog will not serve those who could monetise it to stand out you also need to discover and fill a unique niche if your blog does not offer a point of difference it becomes just one in the crowd define the personality of your brand ie the look the style of writing or the voice you use to communicate imagine your brand as a person not necessarily yourself in order to be objective about how it comes across to others identify your typical reader what they want to read find out how frequently they read blogs and how they discover them in the first place find out what else they read and what social networks they use knowing this will ensure your content always has meaning and value for the reader select a revenue stream by looking at how you can monetise your blog this may come via ecommerce subscription services syndication advertising or writing for brands and other websites decide what your fees will be create a rate card of what you will charge use a system that measures your online influence reach so that you can quantify your fees create a marketing strategy no blog is going to attract readers or income in isolation so publicity is very important create a calendar of activity for posts marketing advertising and publicity this not only keeps you on track but is invaluable for showing investors or advertisers that you mean business cost out in man hours and dollars what it will take to set up and to acquire the tools to achieve a high readership and interaction with followers you may find that you need professional help in some areas which could require a financial loan or venture capital ascertain whether you have the time and commitment to see it through based on examining the previous steps of discovery in this process step ten can be the biggest hurdle of all many enterprises fail early on because they haven t bothered to go through the groundwork of the business plan working on a plan can save you a lot of disappointment remember that your plan is not cast in stone your blog can and will evolve organically but make sure you take time to revisit that plan periodically to see if you are still on track revenue probably the hardest question in a business plan for bloggers is determining step six identifying a revenue stream the answer usually will stem from the kind of niche you aim to fill ads there is the obvious such as advertising on your site placing google foodbuzz or nuffnang ads etc but this will not earn you a great deal another consideration is that the cms of your blog needs to be flexible enough to allocate adequate real estate to ads while still maintaining easy navigation if viewing is hampered by ads you will surely lose readers subscribers there is already a successful commercial model in subscription services essentially the blogger offers their site as a paid advertorial space with notification of updates distributed via a subscription email service this model makes money from advertising and from commissioned advertorial posts the reason the email subscription is involved is to assist in establishing who your readers are and demonstrating your reach online by quantifying return on investment for advertisers spending money on your blog if you have associated social media accounts also with a large following or reach this can further bump up your fees but you will need to be using an effective monitoring engine in order to measure the reach of your influence some pro bloggers are also charging readers a subscription fee but as per the experience of newspapers moving into paywall territory this model will impact on the numbers of readers if you follow this path the quality of your content ought to be professional magazine standard and your site should not appear amateur in structure there should be a pay off for subscribers such as access to exclusive or premium events and non syndicated material paid content for bloggers whose focus is solely reviewing a potential revenue stream can come from aligning yourself with a cluster of pr agencies by negotiating an annual retainer from the agency you agree to place product reviews on your blog this can be for products services events or venue reviews first you must do your homework and look at the pr agencies and especially what their client list is like only approach agencies where there is synergy between your point of focus and their clients by law you must also state if your posts are sponsored or advertorial another alternative is if you already have a large following on your blog you may be able to bring your klout to a brand by writing paid content for online journals and branded websites the aim is that you will drive traffic to these other sites in exchange for payment and a backlink to your blog e commerce in the cooking niche you may have hard goods that you wish to sell there are many e commerce solutions available for your blog as well as offsite such as selling via facebook or ebay small businesses are able to tap into a younger market and regional markets where customers have the desire to find unique items outside of usual business hours appeal to their desire for convenience offer good customer service and follow up on your sales to maintain cordial contact without the hard sell this will increase your chances of repeat purchases and grow your reputation if you re involved in food selling be mindful of the law for example in oh s permits licenses transport and other handling regulations this is just a handful of examples of deriving revenue from food blogs in all instances of the above by law you must make it clear to readers if a post on your blog is sponsored or can be considered to be an advertorial of course there are also the usual business finance details to manage such as having an abn tax implications including charging gst that s best ...
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