Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Menu
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
You put your heart and soul into making your restaurant the chef’s kiss, so it can be tough to see that a diner jotted off a bad review. But the right response from you can save the day.
Research shows that 94 percent of diners will read online reviews before deciding whether or not to go out to eat at a restaurant. This means you should take bad reviews seriously, and take measures to respond appropriately.
“Everyone’s a critic,” states Lightspeed, a company that provides commerce solutions in the restaurant industry. “This adage is especially resonant today as smartphones give diners the ability to publish their thoughts about a restaurant to dozens of reviews sites before settling the check.”
The problem? “Bad restaurant reviews can deter customers and affect revenue,” Lightspeed continues, adding that “no restaurant is immune to angry customers and less-than-stellar reviews.”
On the upside, the right response from a restaurant owner or manager can mute the effects of the bad review and can even encourage potential customers to give the restaurant a chance. Here’s how to (and how not to) respond to a bad restaurant review:
It can be tempting to just pretend you don’t see bad restaurant reviews, hoping they will fall into oblivion as newer ones get posted. But this is a bad strategy: many potential customers sift through a few pages of reviews, and a lack of response can give the impression the restaurant doesn’t care. According to Lightspeed, just under half (44.6 percent) of consumers are more likely to visit a restaurant if the owner or manager responds to a bad review. Responding can turn bad reviews into “opportunities for growth,” according to Lightspeed.
It’s important to thank the customer for dining at your restaurant in a sincere and friendly tone. It’s understandable that some owners or managers may take a bad review personally. But it’s important to write a warm response and to avoid wording that may come off as snarky, defensive or critical. Remember that your target audience is made up of the diners who have not yet tried your restaurant and are reading the reviews. They’ll read your response to gauge how they might be treated at your restaurant. Make it clear that you’ll be kind and reasonable, even if they have a complaint.
It’s a good idea to apologize sincerely that the customer had a bad experience, and offer an explanation for the situation. However, don’t cross the line into making excuses for the problem. Simply give a brief explanation, then move quickly into explaining what you have done or will do to avoid a repeat of the problem. This may give other prospective customers a reason to take a chance and try your restaurant.
If you’d like to try to resolve the issue or offer the diner compensation for their bad experience, don’t post specifics online. Instead, provide your name, title and contact information, and ask the customer to get in touch with you personally so you can address the issue. This shows potential customers that you want to make up for your mistakes, and you care about your customers and your establishment.
You’ve apologized, explained what you’ve done to correct the situation, and offered to make it right. Now ask the customer to return to your restaurant and give it another try. If they do, you may be able to turn an unhappy customer into a loyal one, if you’ve learned from your mistake. And the prospective customers reading the reviews, and your answers, may give you a “second chance” as well by overlooking the bad review and trying your restaurant.
No restaurant owner or manager wants to see a review complaining of slow or surly service, bad food or other issues. But the ability to respond online gives you a golden opportunity to turn a negative review into a positive for you and your restaurant.
Copyright © 2024 The Gem - All Rights Reserved.