Most of the time, a bad review reflects a guest’s dining experience at a restaurant. That’s why, when you respond, it’s essential to be professional-polite, friendly, and apologetic-and use proper grammar and punctuation in your response. When you respond to a negative review, every second and every interaction counts as you try to rehab the guest’s bad impression of your restaurant. Ideally, try to respond to a negative review within 2-3 days. When you see a negative review, it’s important to respond to it quickly (but not so quickly that you respond angrily or emotionally). Best Practices for Responding to Bad Restaurant ReviewsĪs a restaurant owner or manager, you should be checking Yelp, Tripadvisor, social media, and other restaurant review sites very regularly to watch for bad reviews. But at the very least, always be sure to respond to negative reviews, following these best practices. ![]() Ideally, your restaurant should respond to every online review it receives. How Should You Handle Bad Restaurant Reviews? An article by Forbes found that as many as 50 percent of customers question the quality of a business after reading negative reviews about it-even if they’ve had good experiences themselves. Guests may question their trust and loyalty to your brand.That means that if your restaurant has negative reviews, it may not show up at the top of the results for important search terms, which could prevent new guests from even being able to find your restaurant. Customer reviews are one of many factors that Google takes into account when ranking search results. An LSA Insider study showed that businesses with a star rating of 1-1.5 on popular review sites have 33 percent less revenue than average. Having many negative reviews can cost businesses-including restaurants-sales. Businesses that receive a lot of negative reviews, especially early on, may not be able to recover unless they completely rebrand themselves-but even then, there’s no guarantee of overcoming that bad first impression. ![]() This can be especially detrimental to a new restaurant. Four negative reviews can drive away up to 70 percent of potential customers. With three negative reviews, that goes up to 59 percent of potential new guests. Research has shown that just one negative review can cause as many as 22 percent of potential new customers to shy away from your restaurant. Potential new customers might avoid your restaurant. ![]() Especially in the digital age, negative reviews can be extremely detrimental to your restaurant in a number of ways:
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