Respond to negative reviews – Chipotle and Burger King lost millions partially because they didn’t!


Chipotle CEO Steve Ellis and his staff neglected to notice the increasing number of negative reviews on their platform until his profits (and shares) were down 22% in a single quarter. A customer satisfaction survey revealed that people who visited the restaurants were dismayed due to having to wait in the store too long for an overpriced product that was often missing ingredients. All of these factors were mentioned in online reviews frequently – if only Chipotle had responded and fixed these problems before it was too late!

Customers of a Burger King franchise also left negative reviews about bad hygiene and over-worked employees. Other Burger King franchises saw a severe decline in their business – up to 33% – due to this one franchise.

The lesson? Keep an eye on negative reviews. Common complaints can highlight issues your local business should work on to improve customer satisfaction overall.

Curious as to how to respond to negative reviews? We have an article that shows you how.

You can also read the full story over at Street Fight Mag.

Eric Shanfelt
Eric is the Founder and CEO of Local Marketing Institute. He has 25 years of experience in digital marketing and has been the Chief Digital Officer for several B2B and consumer media companies. Eric has a passion for local businesses and focuses on practical digital strategies to help them attract more customers, build customer loyalty, and grow their business.