Receiving negative comments and criticism is part and parcel of running a business, but how should you respond to them? Let’s take a look at the case of local oyster bar Wantusawa.

Did you know that, according to the World Health Organization (WHO), around 600 million people end up getting sick every year after eating contaminated food? That’s one in 10 people every year!

That staggering number highlights how important food safety is. In fact, it is considered one of the top priorities of food service establishments anywhere in the world, especially since they cater to hundreds and even thousands of customers each day. 

So what happens when a food service establishment starts receiving complaints for say, food poisoning? Yes, this may sow the seeds of doubt about how they handle their food and their value for customers’ well-being. But, as a business, you're just trying to make ends meet, and in cases like this, a response is better than just avoiding the issue altogether.

Thing is, the wording and message conveyed in said response are just as important. And when done wrong, it can do more harm than good for a brand's reputation. This is what recently happened to Wantusawa, an oyster bar in Makati that drew criticisms after customers complained of food poisoning. 

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