'Poor reviews can be seriously damaging'

A local, according to the Mirror​, left a scathing review after finding the lack of vegan-friendly options on the menu posted outside of the unopened site.

The nameless individual addressed the lack of menu options and wrote​: “The place hasn’t even opened yet, but I am giving the low score because of the very limited plant-based options. The menu is outside the pub currently.

"Still time to add plant-based options, a vegan burger or something, if they do I will revise the review.”

Seriously damaging

In a public Instagram post, owner and operator of Stanley’s Steve Novak said: “Unfortunately the interweb has now created a platform where, certainly in the embryonic stages of a business, especially a hospitality one, poor reviews can be seriously damaging.” He continued: “Please take a long hard look at your behaviour, you’re currently not welcome at Streatham.”

Novak highlighted the effect of positive reviews on new businesses and addressed key tips for operators opening new sites. He told The Morning Advertiser​: “You know with setting up anything new, things are always going to go wrong at first and it's never going to be that perfect start. Even in the first few weeks, you have to let those teething problems iron out.”

Addressing the impact receiving the recent review had on Stanley’s, he said: “From that one negative review we received, we’ve had 35 positive ones. So it just goes to show, the community feedback has been great and it has definitely worked in our favour.”

Fair example

Sharing his advice on the importance of reviews for first-time operators, he stated: “You get the reviews you deserve. Most key people can read through reviews and then see to the other side.

"But long term, the reviews you get are a fair example of what you're doing, and as long as you work hard, you should definitely start to see the results you deserve.” Touching on his own personal review scores, Novak stated: “In most cases, I think most of mine pop around the 4.4 mark. I don't know whether that is the industry average, but I’m quite proud of that.”

Addressing his own take on the review shared about Stanley’s, he stated: “ I'm an owner operator. I have no shareholders. In my entire business, I am able to bite back without anyone say, having a go at me… which is a bit of fun, right? At the end of the day, I wasn't overly upset about the review. I first tweeted it out saying how much I love the general public?”