Negative press and when to focus on the positives

Negative press is a challenge most businesses will have to deal with in this information age. Jon Stacey from our hospitality and leisure team reveals why it is essential to turn negative press into an opportunity for growth and improvement, while focusing on the positives

One bad review is not the end of the world

With the advent of social media and the rapid spread of information, a single negative review or news story can quickly go viral, potentially causing severe damage to a business’s reputation.

In today’s digital age, consumers heavily rely on online reviews and feedback before making decisions about where to dine or stay. A negative review can dissuade potential customers and lead to a decline in bookings, impacting a business’s bottom line. Furthermore, negative press can create a perception that the entire industry is struggling, making it difficult for individual businesses to stand out and attract customers.

Nevertheless, it is crucial for businesses within the UK hospitality industry to recognise that negative press is not always a reflection of the entire operation. Instead of becoming defensive or dismissive, it is essential to approach negative press as an opportunity for growth and improvement. This requires a proactive and strategic response that focuses on addressing the issues raised and highlighting the positive aspects of the business.

Take immediate action

One way to manage negative press is by acknowledging the concerns and taking immediate action to rectify the situation. This shows a commitment to customer satisfaction and can help rebuild trust with dissatisfied customers. By responding promptly and professionally, businesses can show that they take feedback seriously and focus on providing an excellent experience.

Additionally, businesses in the UK hospitality industry should prioritise transparency and open communication. When faced with negative press, it is important to provide clear and accurate information to the public, addressing any misconceptions or misunderstandings. By being open and honest, businesses can regain credibility and demonstrate their commitment to high standards.

Focus on the positives

While addressing negative press is essential, it is equally important for businesses to focus on the positives. The UK hospitality industry is renowned for its exceptional service, world-class cuisine, and unique experiences. By highlighting these positive aspects, businesses can differentiate themselves and highlight what makes them special.

Businesses within the hospitality industry can leverage positive reviews, testimonials, and awards to build a strong reputation. Sharing positive feedback and success stories on social media platforms, websites, and other promotional channels can create a positive image that attracts new customers and helps to counterbalance any negative press.

Create a buzz

The UK hospitality industry can collaborate with influencers, bloggers, and local communities to generate positive buzz and counteract negative press. By hosting events, supporting charitable initiatives, and engaging with the local community, businesses can cultivate positive relationships and demonstrate their commitment to making a difference.

Survive and thrive

Negative press can be a significant challenge for the UK hospitality industry. However, businesses should view it as an opportunity for growth and improvement rather than a setback. By promptly addressing concerns, prioritizing transparency, and focusing on the positives, businesses can weather the storm of negative press and emerge stronger. In an industry driven by customer satisfaction, providing exceptional service and highlighting unique experiences will ultimately help businesses thrive in the face of adversity.

For more information about this subject or to see how Westcotts can help your business, please contact Jon Stacey or a member of the leisure and tourism team. Get in touch today

Alex Tozer, from our hospitality & leisure team, discusses how to focus on the positives when receiving negative press within the hospitality industry.