Managing Negative Online Restaurant Reviews

Nov 17, 2020 #Online Restaurant Reviews

In the restaurant industry, the online reviews you get are just as significant as the food you serve. If your establishment receives overwhelmingly positive reviews, it means more business and a bright future. In contrast, online reviews interspersed with negative reviews of your restaurant means you’re likely to have bad results. Consumers put a great deal of weight on online restaurant reviews.

Responding to negative reviews is the most important tool a restaurant can employ. A restaurant has a chance to re-establish a positive dining experience. Although, responding the right way can turn a negative into a positive, responding the wrong way will make the negative review even worse.

The accompanying resource provides a helpful guide for crafting your responses. Bear in mind that potential customers will be reading your response just as much as the negative review. Respond professionally — no matter how much you disagree with the review. It is also recommended to give yourself a chance to reflect on the underlying problem in the review and respond just as respectfully as you would to a customer experiencing an issue right at the table.

Of course, you must also research and monitor all reviews on different websites. Assigning a person to spot-check sites for a review even on a weekly basis usually isn’t sufficient. Savvy dining managers and owners monitor major and local sites once daily.

Customer complications never get better with age. A badly delayed response is sure to complicate the issue further and give the impression that you don’t operate as effectively when it comes to acting on customer complaints. Having a fast and professional response can win customers back and even win over new users that see your value to a committed business. For more information, check out the infographic.

Courtesy Of TouchBistro