Soho House Mock Interview
Master 30 Soho House interview questions covering hospitality culture, membership values, and service excellence.
Question 4 of 30
How would you respond if a customer left a negative review of yourself or Soho House online?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
In our digital age, with so much riding on our online reviews, it's imperative that negative reviews see a swift and adequate response. Some businesses will hire experts to handle their online reputation. These online reputation management services are precious to companies, such as hotels and resorts, where many potential customers first go online to read reviews before making a reservation.
If this situation has happened to you before, you could give an example; however, be careful not to draw too much attention to the negatives and focus primarily on the positive outcome.
Experts suggest the following when dealing with negative online reviews:
- Respond quickly to any reviews that are reasonable or understandable
- Do not become defensive
- Give a brief public response then offer a more personal private response if possible
- Address the most important parts of the feedback
- Reinforce the fact that you care about your quality and customer experience
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I would be upset to see a negative review online because I put so much pride in the service that I give. However, I would address the situation quickly without becoming defensive. If the complaint were legitimate, I would ask the customer how I could win them back. Do you have an online reputation team at Soho House? If so, in that case, I would follow their lead and recommendations to the letter."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I am sure Soho House has an effective protocol in place when situations like this occur. If a customer wrote a bad review online, I would respond if it was appropriate to do so. I put a great amount of pride in the customer service that I deliver and hope that every one of my customers leaves, thrilled with the service they received."
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