A moderator is one of the key participants in the process of maintaining a restaurant account. Replying to comments, giving directions on opening hours, liking photos tagged with the restaurant, and booking a table are just some of his responsibilities. I, Anton Udovov, have been managing the KURAGA agency for 7 years, where one of the key specifics is maintaining restaurant social networks. In this article, I share my experience and explain why a moderator is a restaurant’s digital face controller, and how everything can depend on his work.
Moderator and Community Manager – Why Everyone Confuses Them
The moderator is the right hand of the community manager.
What does a community manager do? Creates a accurate mobile phone number list community around the restaurant, analyzes the current state, attracts a new audience, builds communication, develops a plan to increase guest loyalty, works with reputation and organizes events.
The moderator helps to implement the strategy created by the community manager. He takes all the tasks, receives KPIs and starts working with feedback in the account: responds to negative and positive feedback, guides users through the main information, tracks mentions and processes them, maintains contact with all participants.
How to reply to comments and messages
All messages from users are divided into three types: negative, neutral and positive. And these types have their own rules for responses.
1. Negative.
It is important to process constructive yerbary master tonic (fire cider negativity: be polite and as cold as possible, try to take the dialogue to private messages so as not to create panic in the comments, apologize if necessary, involve senior colleagues if necessary to show the user that he is important and heard.
2. Neutral.
These are some neutral questions or affirmative sentences. In response to them, ask counter questions, joke, leave emojis as a reaction or simply thank for the opinion.
3. Positive. Most likely, such comments are belgium business directory left by your loyal customers. Thank them and show your love in return.
