Restaurant learns online reviews can make or break

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By CRISTINA SILVA, Associated Press

PHOENIX (AP) — An Arizona restaurateur's online rants against unhappy customers has become an Internet sensation — and taught small businesses an important lesson about keeping customers happy.

Amy and Samy Bouzaglo of Amy's Baking Co. in suburban Phoenix made headlines last week after they told unsatisfied customers that they didn't know good food.

The couple recently appeared on an episode of the Fox restaurant makeover show "Kitchen Nightmares." Host and celebrity chef Gordon Ramsay said they needed to learn from customer complaints.

Digital marketing experts say businesses must learn to manage a growing number of review websites.

They say businesses should respond to every review and express humility when responding to negative feedback.

The Bouzaglos temporarily closed down their Scottsdale restaurant after the "Kitchen Nightmares" episode aired. They reopened Tuesday night.

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