Mr Joel Ong, owner of Enjoy Eating House and Bar, pointed out the emotional toll such incidents can take on a business owner.
“It can be devastating for the owner to see the rating he worked hard for suddenly disappear, or for the restaurant to appear like it is a really bad one,” he said.
HOW CAN BUSINESSES RECOVER?
Experts said businesses should act quickly and communicate clearly.
“Speed and clarity are crucial levers of reputation management. When negative sentiment spikes during a viral moment, silence or a delayed response can allow the narrative to spiral,” said Meltwater’s Mr Mahmood.
Businesses should also flag inauthentic reviews and understand why the issue resonated with the public, said Assoc Prof Kiatkawsin.
Where possible, businesses should try to find a compromise, such as allowing water in reusable bottles or making exceptions for children.
“Policies that worked well in the past don’t automatically hold up over time, and mindsets need to evolve accordingly. In fact, making water complimentary for diners may have minimal financial impact but could significantly improve public perception," he said.
“Ultimately, diners hold the leverage. They can easily choose alternatives, and there will always be other restaurants willing to welcome them.”
