In today’s competitive hospitality landscape, online reviews can make or break a venue—especially for community clubs. With tight household budgets and more discerning customers, people are researching extensively before deciding where to spend their money. A single negative review, if left unaddressed, can deter potential visitors, while a well-managed online reputation can attract new patrons and keep regulars coming back.
Why Reviews Matter More Than Ever
Gone are the days when word-of-mouth was limited to local circles. Now, reviews on platforms like Google, Facebook, and TripAdvisor influence customer decisions instantly. Before booking a meal, attending an event, or joining a club, people check ratings and comments to gauge the quality of service, food, atmosphere, and overall experience.
For community clubs, which often rely on loyal local support and repeat business, as well as visitors to their region, maintaining a high review standard is essential. Negative feedback—whether about customer service, meal quality, or cleanliness—can spread quickly, affecting foot traffic and bookings.
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How to Stay Ahead
- Encourage Happy Customers to Leave Reviews – Positive experiences often go unspoken. A simple prompt at the end of a meal or event can encourage satisfied patrons to share their feedback.
- Respond to Every Review – Acknowledging positive reviews shows appreciation, while addressing negative ones demonstrates professionalism and a commitment to improvement. A polite, well-worded response can often turn a bad experience into a second chance.
- Monitor Regularly – Don’t let weeks go by without checking your review platforms. Timely responses show that your club is engaged and values customer input.
- Take Action on Feedback – If the same complaints keep appearing, it’s time to address them internally. Small operational tweaks can lead to better guest experiences and, in turn, better reviews.
Need Help Managing Your Reviews?
If your club is struggling to keep up with reviews or needs guidance on improving your online reputation, we can help. Get in touch with our Digital Marketing Advisor Lauren Neilson on 0490 332 462 or lauren@dws.net.au, and let’s ensure your venue stands out for all the right reasons.
About the Author
Meet DWS’ Social Media Advisor, Lauren Neilson! Lauren holds a wealth of knowledge and experience in the marketing and hospitality industry, qualifications in business and integrated marketing communications; as well as established partnerships with leading social media, web development, inbound marketing, and search platforms, like Meta (Facebook and Instagram), LinkedIn, Twitter, HubSpot, Google, WordPress and Microsoft.
From whole of ecosystem digital audits, database management, search engine optimisation, and digital marketing strategy development, through to web development, social media scheduling and digital advertising, Lauren has been strategically advising and managing digital marketing for over 20 years, delivering cutting edge knowledge, high level support and actionable strategies that can take any business to the next level in the digital space.
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