Quiver & Quill

I held Rubber Chicken IV at  Maggiano’s in Boston. 30 guests joined us for an evening of delicious Italian food and many fast yet intense conversations with colleagues and peers. We created an official Rubber Chicken IV soundtrack, as well as “beak breakers.” The beak breakers took some serious time to make; however, I think they helped to provide fuller networking experiences. Since we knew most everyone who joined us, and were aware of their likes and dislikes, we created cards design to help make sure that the right people met and quickly discovered why they were introduced.

For example, a beak breaker might say:

For Bob

• Ask Steve G. for a tip about video blogging
• Ask Jake for advice on time management
• Ask Zach B to share an embarrassing Facebook story
  

Essentially, we helped identify the people Bob should speak with and suggested a few questions to spark meaningful conversation.

The only disappoint for me was the event service Evite. Without my direct knowledge, they sent two reminders to more than 50 people about the event. They also sent a follow up email requesting that my friends and colleagues share their photos. They should know better than emailing my contacts without explicit permission, especially when they are representing that email comes from me. While there are many other services I could use, I think that people are more inclined to open an “evite,” rather than an invitation from a startup with which they are not familiar. If you have another service you like, I would appreciate the recommendation.

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I recently ate breakfast at one of my favorite spots called “The Neighborhood.” They serve excellent Portuguese food widely adored by the 20-something crowd in Boston, and especially loved by Yelpers. As I was waiting in line, I noticed they had a white erase board with a special note to their Yelping customers. This was the first time I have seen a restaurant “talk back,” to their customers reviews in this way. It sparked a few ideas that I would like to share with you. If I owned a restaurant, here a 20 things I would consider doing to recognize and attract Yelpers.

1. Respond publicly to feedback on Yelp with a non-defensive and appreciative attitude.
2. Send a positive reviewer a private message thanking them.
3. Send a positive reviewer a coupon for a future dining occasion.
4. Invite a negative reviewer back to the restaurant for a VIP dinner on the house.
5. Invite a negative reviewer to tell you how you can improve the dining experience.
6. Respond to a review on your restaurant’s blog.
7. Make a big deal of a positive Yelp review. Frame it and take a picture with the Yelper and hang it in your restaurant.
8. Create special, “no-wait” tables in the restaurant for Yelp reviewers that have cool benefits.
9. Gather your Yelp reviewers to a private wine tasting or to sample new menu ideas.
10. Name dishes after Yelp reviewers.
11. Ask positive reviewers what they ate, post pictures of the dish on Yelp and reference the reviewer.
12. Make an offer to the friends of positive reviewers. If they print out their friend’s positive reviews and bring them to the restaurant, they receive a discount.
13. Have a Yelp-only happy hour for happy Yelp reviewers.
14. Create a menu item that you can only order if you have reviewed the restaurant on Yelp.
15. Conduct a focus group dinner for negative reviewers.
16. Indicate on your menu, “Yelp reviewed,” or  “Yelpers loved this.”
17. Post a blog entry that lists all the points in a negative review and how they were responded to.
18. Invite negative Yelpers to provide their feedback during a staff training session.
19. Offer free valet parking to positive Yelp reviewers (or unlimited drink refills).
20. Offer a discount when two Yelp reviewers come together.

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