Reputation management (responding to positive and negative reviews) is important and can significantly drive traffic and sales. It’s a chance to recover dissatisfied guests, it’s also a chance to make sure they never return. The most insane and rude replies I’ve ever seen have come from the management level and above. If responding to reviews and managing your reputation feels like a burden, outsource it, get help, involve your customer service or community team. #reputationmanagement #socialmediaconsultant #socialmediatips #yelpreviews #googlereviews