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Slapfish execs star in reality TV show

Slapfish Chef Andrew Gruel and Anthony Dispensa, the chain's West Coast Director of Ops, are starring in a new TV show, "Say It To My Face!"

July 15, 2015

Slapfish Chef Andrew Gruel and Anthony Dispensa, the chain's West Coast Director of Ops, are starring in a new TV show, "Say It To My Face!",  on FYI, allowing restaurateurs to respond to online critics. The show's premise revolves around the significance that online reviews can have in today's restaurant industry, and how to manage and respond to negative feedback, according to a company press release.

As a restaurant owner, Gruel said he understands the importance of review sites like Yelp and is an expert at harnessing their power.  He is personally on these sites daily, responding to both positive and negative critics. His expertise on these platforms, as well as in launching a successful international restaurant chain, made him an easy choice as the network's resident go-to on the topic, according to the release.

"I personally respond to each and every online review we get — positive or negative — with an individualized response," Gruel said. "And I know, that might sound excessive or just plain crazy. I agree, it is kind of crazy! But that is how much you have to CARE —  because it will directly impact your bottom line." 

Gruel's advice is to measure everything you can, and share data that shows how digital customer service impacts sales.

"As CEOs, founders and VPs, we have to check in regularly to see how we're performing in these digital spaces - what are our customers saying and how are we responding," Gruel said. He advised to watch for topics that dominate the online discussion and then identify departments that can be utilized to address recurring issues, such as marketing and operations. "Also, let teams know when they are receiving great feedback."

The show, which premiered May 9 and has been picked up for 14 more episodes on the FYI Network, allows chefs and restaurant owners who are struggling from poor online reviews to not only address their critics face-to-face (hence the show's title), but also benefit from Gruel's and  Dispensa's know-how in an attempt to repair their online reputation, according to the release.