These days it seems like everyone is critical. Restaurateurs, for better or worse, grapple with the reality of user reviews online and on social media. It’s difficult to sift through the multitude of comments from online user review sites. On the one hand, it cannot be more than a sounding board for those who envision themselves as foodies to a critical restaurant space for others. In a very positive way, it is a forum for the most important person in the world of catering, the customer. If the experience is good, the reviews will be positive. On the contrary, if the customer experience is negative, then it is time to make the necessary improvements to make your restaurant a success.
Tips for dealing with online reviews:
1. Don’t take it personally.
2. Be aware. Online reviews and social media are here to stay, so don’t ignore what they are telling you.
3. Be careful when answering. If you choose to respond, be sure to do so in private to avoid unintentional public disagreements. Respond quickly and appropriately. And always remember what is online stays online.
4. Share. Make sure to keep employees and staff informed. Positive feedback increases morale, while negative feedback can clarify issues that need to be addressed.
5. Use the services of online review sites to capitalize on your advertising and marketing investment and to increase and attract traffic and tourists.
Pay attention to what customers say
Monitor review websites using Google Alerts, which is free. Or subscribe to a reputation management service to monitor all mentions of your company on the web. Some review websites will even notify you by email when new reviews are posted.
Generate more reviews, more often
Most satisfied customers won’t take the time to post a review unless specifically asked by you. Make it easy by signing up for an online service that automatically sends an email to your customers asking them to submit a review. This simple technique has been shown to dramatically increase the number of positive reviews you can generate. These services can be linked to your customer database so you know the reviews are from your current and recent customers.
Promote your reputation on the web
Make sure the “read my reviews” button is prominently displayed on your website and on social media pages. This provides a compelling call to action for customers to read and write reviews as well. To get started, create a separate web page that lists your reviews, preferably automatically updated or linked directly to your business profiles on review sites. You can also add links to your reviews in a customer newsletter or promotion.
Respond quickly, personally and appropriately
Create a policy for responding to negative reviews and designate someone to act as your spokesperson in these situations. When a negative review appears, respond in a timely manner, ideally via private message, assuming you can determine the identity and contact details of the reviewer. Acknowledge their dissatisfaction, describe how you plan to resolve the cause, and invite them to return for discounted or even free service. Successful restaurant owners go one step further. They refund the entire purchase of the customer when they are not satisfied. They see the monetary loss as a necessary expense to defend the reputation of their business. If the customer is unresponsive, or unwilling to allow you to make up for the negative experience, develop a thoughtful public response to the review that explains how you fixed the problem and attempted to resolve the situation with the customer.
People weigh the opinions of others a lot, even when they don’t know them. That said, they are more likely to trust a business owner who takes the time to respond to reviews with the goal of improving their service. Clients will naturally gravitate towards companies that display a human element. Remember, when it comes to managing customer reviews and promoting your reputation, the best defense is always a good offense.
It is vital to the success of your business to promote your reputation on online review sites and social networks. Encourage your guests to provide frequent feedback, as making it easy and accessible can generate good reviews and give you the best kind of promotion.