The brand I chose to look at is Logan’s Roadhouse on Scottsville Road. They have a lot more negative reviews than positive ones on Yelp, with the average rating being 2 stars. People cite the poor service, long waiting time, wrong orders brought out, and many other things in these reviews.
Logan’s Roadhouse does not handle these negative reviews very well. Although their replies are not always exactly the same, they are all very similar and seem like they could be computer-generated. Also, they only replied to about half of the reviews.
For people who go to Yelp just to read other people’s reviews, these replies do not help at all. Logan’s always tells the reviewer to contact them so they can follow up on their concerns. Well, this doesn’t help anyone who is just reading the reviews. I am unsure how Logan’s addressed the issues and how they plan on making improvements. Logan’s should personalize their replies and answer the replies publicly, this will show to everyone on Yelp that Logan’s cares about every customer and is working on improving their business.
Site Title 