Friday, March 18, 2016

Handling Negative Reviews from Guests and Customers



Columnist Brian Patterson interviews New York Times and Amazon best-selling author Jay Baer on how businesses and marketers can approach negative reviews.

Jay Baer is one of the sharpest minds in marketing. When his book, “Youtility: Why Smart Marketing Is About Help Not Hype,” came out, I read it cover to cover, faster than any other book I’ve ever read. As someone who does a lot of online reputation management (and spends a greater-than-normal amount of hours on Yelp), I found his approach to adding value and helping clients refreshing.

Because of this, I was super-pumped when I heard about his new book, “Hug Your Haters.” In short, “Hug Your Haters” goes over the mindset of a hater, how to respond to one, and oftentimes, how to win one over. Dealing with negative reviews can be an organizational struggle, and this book provides the blueprint for responding to negative reviews in a systematic, routine and helpful way.

I reached out to Jay to interview him about the book and ask some of the more tricky questions we all come across when doing reputation management. (For disclosure, I’ve never met or spoken to Jay before this interview — I’m just a fan of his work.)

How does it benefit a business to reply to negative reviews? In two ways. First, answering a customer complaint increases customer advocacy by as much as 25 percent. Second, every customer complaint gives you information necessary to improve your operations and make your business better.

Click here to read the rest of Jay Baer's interview





In the Philippines, a software-as-a-service platform was born which doesn’t only gather but also transforms their POS data into readable trends and projections, therefore helping them strategize better and grow their business and also prevent cases like theft by analyzing your POS data. Restograph also includes presentation of customer ratings and reviews from Zomato and LooLoo.


Thursday, March 10, 2016

NCR Silver Pro Restaurant Edition latest release

NCR Small Business today announced an upgrade for NCR Silver Pro Restaurant Edition, its advanced tablet point-of-sale (POS) system for restaurants.

The latest upgrade allows small business and franchise owners to help reduce the likelihood of internal fraud and theft by limiting cash drawer access to employees as necessary. Management can use this feature to help identify individual employees that have cash shortages.

Further, NCR Small Business has added a blind count component so an employee can declare the amount of cash they count without the ability to compare it to the cash total expected by the POS system based on the transaction initiated by the employee.

“Unfortunately, many small businesses regularly suffer from theft and fraud, and they may never know it,” said Chris Poelma, president and general manager of NCR Small Business. “This software upgrade aims to hold employees accountable and, therefore, cut down on the internal losses experienced by entrepreneurs and franchisees.”

In addition to the cash-related components of the upgrade, NCR Silver and NCR Silver Pro Restaurant Edition offer back office alerts for unusually large or frequent discounts applied by employees.

Learn more about NCR Silver Pro here

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In the Philippines, Restograph which is a software-as-a-service platform doesn’t only gather POS data but also transforms into readable trends and projections, helping restaurant owners strategize better and grow their business and also prevents theft. Find out here the 6 ways how your staff steals from your restaurant and how it can be prevented.


Learn more about how Restograph helps restaurant owners & managers unlock and discover the secrets of POS data by transforming them into easily readable trends & projections.