Negative reviews in a restaurant: how the owner should respond correctly

In the digital age, every restaurant diner can become a critic, sharing their impressions online even before paying the check. This makes reviews very important as they influence the reputation of the establishment and the decision of potential customers to visit it. Positive reviews can attract new guests, while negative reviews can repel potential visitors, which has a direct impact on the establishment’s revenue. In this article we will try to look at how to work with reviews and strengthen your brand with them.

Collecting feedback

Regarding collecting reviews, it is recommended to do this not after visiting the establishment, but during it. This allows visitors to share their impressions in real time, which is especially important because it is often difficult for guests to express dissatisfaction with staff face to face. By receiving service feedback via smartphone, restaurants can immediately respond to situations and resolve issues, preventing negative comments on social media or Google Maps.

The company Choice, which has been developing tools for the HoReCA field for more than 3 years, has implemented an approach to quickly collect feedback in its product . Now customers can use a QR code to share a review without contacting the waiters. This way, managers or owners of an establishment can quickly respond to a problem or receive gratitude from visitors.

Negative reviews: how to respond?

An important rule is to never ignore reviews, since potential clients base their decisions on the opinions of past visitors. If a restaurant representative does not respond to a bad review, it leaves the impression that the restaurant does not care about its customers. Accordingly, proactively responding and resolving issues described in reviews shows potential customers that the restaurant takes the quality of its service seriously.

For example, negative reviews on Google Maps can have a significant impact on restaurants, since 98% of users read about local businesses there. Even a few negative comments can significantly reduce the flow of customers.

Responding to negative restaurant reviews is a challenging task that requires attention and discretion. Here are some important tips to help you handle this process better:

Difficult to answer: Regularly check reviews on Google, Facebook and other platforms. It is important to respond to reviews within a day to quickly address customer dissatisfaction.

Avoid emotional responses:Do not respond to reviews in a state of anger or frustration. If necessary, delay your response to calm down and provide a more objective and professional comment.

Don’t take criticism personally: While feedback can be painful, it’s important not to take it as a personal attack. If you can’t remain objective, assign responses to negative reviews to someone on your team.

Use feedback to learn:Bad feedback is an opportunity to learn where you can improve. If reviews indicate problems with service or food quality, use this information to improve.

Be professional in your responses: It is important to use correct grammar, punctuation, and complete sentences when responding to reviews. Remember that responding to reviews is part of your public relations and a way to manage your restaurant’s reputation.

Knowing how to effectively respond to negative reviews is an integral part of running a restaurant and can impact its success. Remember that customer service doesn’t stop at the door!