How should Zaxby’s managers react to negative online feedback?

Addressing negative online feedback professionally is essential for maintaining Zaxby’s reputation and fostering customer loyalty. When managers engage with customers who have expressed dissatisfaction, it demonstrates that the company values feedback, cares about its patrons, and is committed to improving their experiences.

Professional responses show accountability and a willingness to resolve issues. They can also turn negative experiences into opportunities for improvement and potentially convert unhappy customers into loyal ones. A thoughtful, empathetic reply can encourage the customer to return and can influence the perception of other potential customers who read the reviews.

In contrast, ignoring negative feedback can be detrimental, as it may suggest a lack of concern for customer issues. Responding humorously might come off as unprofessional or insensitive to the customer's concerns, potentially exacerbating the situation. Similarly, only replying to positive reviews fails to address issues and can create a perception of bias, which may harm the brand’s credibility. Therefore, a professional and proactive approach to negative feedback is the best practice for Zaxby’s managers.