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Restaurateurs and business owners know how much of a bummer it could be to receive a negative Yelp review. Not only does it drive away potential customers; it could also damage your online business reputation.

A savvy food truck owner, however, is leveraging online reviews and ratings in order to gain positive publicity and goodwill – even in cases when she has received a negative, one-star review.

(Check out: “9 Awesome Online Reputation Management Tips for Business”)

Amy Black, the owner of The Supper Truck in Albuquerque, New Mexico, decided to respond to a negative Yelp review by singing sorry. Yup, that’s right: she teamed up with her musician friends Sage and Jared’s Happy Gland Band to sing an original song and say sorry to Yelper Vero P., who wrote the Supper Truck’s first negative review on Yelp (“Whole waste of $30 and an hour to get my food”).

Say what you will about a business on Yelp trying to get free publicity. But you can’t deny that this serves as a creative marketing move, and that this could put a smile to anyone’s face – including the harshest critic on Yelp. Honestly? We love how Amy responded. And we love those lyrics.

“You came in for supper on a really busy night. And we didn’t do things quite right.” 

“Take back your one-star review, Vero P., can’t you see how much we love you?” 

“We’ve tried to reconcile, we’ll go the extra mile. Because we love you – in spite of your one-star review.”

Amy posted the link to this song on her Yelp page, addressing Vero and saying, “I am so sorry you had a bad experience with us. I really am. I want nothing more than to have every single customer leave happier than when they came but sometimes we mess up and that doesn’t happen. I wish I could take it back but all I can do is invite you to give us another shot, so I was trying to figure out how to get your attention and decided to write a SONG just for YOU along with my friends Sage & Jared. I really hope you like it, Vero. If you decide to pay us another visit please say hello. We’d love to give you a big ‘I’m sorry’ hug too!”

The response caught the attention of many and was covered by ABC News, TIME, and Good Morning America. In an interview with the news site, Amy said, “I tried to reach out to this customer on Yelp and wrote her a letter probably six or seven months ago, and I never heard anything back, which was a bummer. So I was just thinking, ‘How can I win this person back?’ And we try to be creative and have fun.”

(Video credit: Sage and Jared)

Chris Campbell

Chris is the CEO of ReviewTrackers. He has helped tens of thousands of businesses hear, manage, and respond to what their customers are saying online.

Discussion

  1. Farzad H.

    Dear Amy, you are wonderful person and you don’t need customer who doesn’t understand that food is preparing with hands/grill not by magic. I understand what means “busy night”.

    Reply
  2. John Dillon

    While I do like the way Amy handled the situation, I think that somebody might find it a little overboard. In my opinion it would be better to remain 100% professional then to try something like this and have somebody with a lacking sense of humor think you are mocking them.

    Reply

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