It never ceases to amaze me how often detailed negative reviews on social media sites go unanswered by restaurant management, whether on Yelp, Google, TripAdvisor, or OpenTable.
Potential customers can read these reviews 24/7, influencing their decision to visit your restaurant or look elsewhere. While the reliability of online reviews can be questionable, they are visible to everyone. The motives behind these reviews can vary—some people want to share their experiences, others seek compensation, and some may even be competitors trying to harm your business. Regardless, you should respond to each review individually and thoughtfully.
When multiple unflattering comments reveal common issues, they provide valuable insights into areas of your operation that need attention. Responding to reviews positively and service-oriented can turn a negative into an opportunity. There may be aspects of your front-of-house or back-of-house operations that seem fine to you but are problematic in reality. Reviews offer feedback you might not want to hear but should consider seriously.
As a restaurant owner, you can't fully experience your establishment as your customers do. You won't be treated the same way as unfamiliar patrons (or mystery shoppers), who can provide the feedback necessary for your business's growth over your competitors.
Do your restaurant a favor by responding positively to critics for everyone to see, and address operational deficiencies to prevent future negative reviews. After all, it's your business's reputation at stake.
Potential customers can read these reviews 24/7, influencing their decision to visit your restaurant or look elsewhere. While the reliability of online reviews can be questionable, they are visible to everyone. The motives behind these reviews can vary—some people want to share their experiences, others seek compensation, and some may even be competitors trying to harm your business. Regardless, you should respond to each review individually and thoughtfully.
When multiple unflattering comments reveal common issues, they provide valuable insights into areas of your operation that need attention. Responding to reviews positively and service-oriented can turn a negative into an opportunity. There may be aspects of your front-of-house or back-of-house operations that seem fine to you but are problematic in reality. Reviews offer feedback you might not want to hear but should consider seriously.
As a restaurant owner, you can't fully experience your establishment as your customers do. You won't be treated the same way as unfamiliar patrons (or mystery shoppers), who can provide the feedback necessary for your business's growth over your competitors.
Do your restaurant a favor by responding positively to critics for everyone to see, and address operational deficiencies to prevent future negative reviews. After all, it's your business's reputation at stake.
