Is a formal policy of restaurant reputation management important? Your reliable customers and probably most of your potential customers are never going to check you out on Yelp or TripAdvisor. They believe they already know enough about you. It's when your negative review shows up on Google Plus, Twitter, or Facebook that you have a problem! Now your regulars and their friends see the review without having to look for it. It just appears right on their timeline. That can be devastating unless you have a way to have your explanation appended to it immediately.
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