Nice hole in the wall atmosphere but clean! Bartender's are very friendly and drinks are reasonably priced. Friendly customers, great atmosphere and for not being local's we felt right at home here. Overall, we had a great time here. After seeing the reviews on this place I can only say this we came here. When I was younger my dad turned me into a Clint Eastwood fan early in my childhood and one of my favorites is out of his ‘Spaghetti Western‘ series – The Good, The Bad & The Ugly (are you whistling the tune in your head yet?). And I think this title applies to how you classify comments and respond to them. The Good – Obviously, these are great to receive and can make your day, week or month as a business owner. There is a great sense of pride when you see your hard work turn into 5 Star reviews and positive comments. However, your work doesn’t stop with a positive review. It is important to say thanks for the review and encourage additional comments and feedback if possible. If someone takes the time to write a positive review about your company, make sure to take the time to connect with them and make sure they come back and know they are appreciated. The Bad – Now these are not so great to see and can ruin your day, week or month and can be a bitter pill to swallow. More than likely, you work very hard in your business, care deeply about it and your customers and when something goes wrong for whatever reason, it can be very painful to read. However, I think this is where you have the greatest opportunity as an owner. You handle this the same way as you do The Good – you thank them for their review, ask for additional comments or feedback and then address the comment/review in the best way possible to resolve the issue. That may be as simple as an explanation, an apology, a request to give your business another chance or any other number of ways to handle a disgruntled customer, but you do whatever you can to take care of the problem. How is this an opportunity for your business? As business owners, we have all been told that a happy customer only tells one person but an unhappy customer will tell 10. The challenge for the business owner before social media was that if you fixed the problem for the unhappy customer, the only people who knew about it were you and the customer. But now, you can solve that problem and show that you care about your customers in front of hundreds or thousands! AWESOME! As a consumer, I know that no business is perfect and although it is great to see all positive reviews on a business profile, if they are all too perfect, don’t you get a little skeptical about the business? I know I do. But if I see a negative review and that the business owner went out of their way to take care of the customer, that means A LOT TO ME and is an organization I will visit because I know they care. You have a great opportunity to create new brand evangelists and loyal customers. JACKPOT! The Ugly – It’s a very sad fact, but there are mean people out there that have nothing better to do than be mean. For these types of comments, you have to just LEAVE THEM ALONE! Don’t respond, don’t argue, don’t bother. That is what they want you to do and I promise it will get uglier if you do. Also make sure your staff knows this policy so they don’t accidentally step into the trap. Although it is by no means fun to see those mean comments on your profile, they will go away. We all know someone like that and that they are best left ignored. People who visit your business profile know the difference too.