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The world of online reviews is a place where your restaurant’s reputation can soar or stumble, all thanks to the power of the internet. People aren’t shy about leaving their opinion, whether it’s a Google review, social media post, or on TripAdvisor or OpenTable.
Why are reviews so important?
Online reviews play a crucial role in shaping your restaurant’s reputation. With 90% of guests researching restaurants online before dining out, having a good reputation online is a great way to attract business. It’s not just about the glowing five-star ratings; it’s about the full spectrum of feedback, from rave reviews to constructive critiques. Each review offers a valuable opportunity to gather intel, engage with your guests, and continuously elevate your restaurant’s experience.
Where to find online reviews
To effectively manage your restaurant’s online reputation, you need to know where people are leaving reviews. Here are some popular platforms where you can find online reviews:
OpenTable
OpenTable not only hosts reviews on their platform but also provides reputation management tools. With OpenTable, you can see reviews from top sites like Google, Facebook, and TripAdvisor in one dashboard. It also shows lesser-known sites and search engines mentioning your restaurant, helping you monitor everywhere diners are reviewing you.
Google Reviews
Google is a popular platform for restaurant reviews. Check what diners review on the first page of Google search results for your restaurant. You can also set up Google alerts to get notified of any new online reviews or mentions.
TripAdvisor
Diners flock to TripAdvisor to provide reviews, which can impact your search ranking and reputation. Regularly check your restaurant’s TripAdvisor profile to stay updated on the reviews.
Social media
Social media platforms like Instagram, Twitter, and Facebook are also common places where people leave reviews. Search for restaurant review hashtags (e.g., #BistroUnion) or look up your restaurant in these sites’ search bars to find reviews and comments.
Responding to comments and reviews
Responding to comments and reviews is an essential part of managing your restaurant’s online reputation. It allows you to engage with your guests, address concerns, and show appreciation for positive feedback. Here are some tips on how to respond effectively:
Where to respond
When it comes to responding to reviews, it’s important to choose the right platforms. Here are some suggestions:
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Same channel: Prioritize responding on the same platform where the review was left. Replying directly to the guest’s review shows that you value open communication and makes them feel heard. This applies to major third-party sites like TripAdvisor and Google, as well as social media platforms like Instagram and Facebook.
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Your website: Consider having a visible online management response statement on your restaurant’s website. This invites discussion and shows that you welcome both positive and constructive feedback.
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Email: If a guest leaves a detailed negative review, it may be appropriate to resolve the issue privately via email. After resolving the issue, you can summarize the outcome publicly to reassure potential diners.
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OpenTable: Utilize OpenTable’s reputation management tools to respond directly to guest comments. You can also use it to send customizable surveys to gather more actionable feedback from recent diners.
How to respond
Crafting the right response takes empathy and skill. Here are some guidelines for responding to both positive and negative reviews:
Positive reviews
- Thank the guest personally: Start by expressing gratitude to the guest for taking the time to leave a positive review. Address them by their name if possible.
Example: “Sarah, thank you so much for your phenomenal 5-star review! We appreciate you choosing our restaurant to celebrate your special occasion.”
- Highlight specific aspects: Comment on what originally attracted them or a standout meal mentioned in the review. This shows that you’ve paid attention to their feedback and makes them feel involved.
Example: “We’re delighted to hear that you enjoyed our warm and relaxed atmosphere. It’s wonderful to know that you had a memorable dining experience on your anniversary evening.”
- Engage in conversation: Ask thoughtful questions to continue the conversation and show genuine interest in their experience.
Example: “Did any particular dish stand out to you? We’re always looking for feedback to improve our menu and ensure consistent quality.”
Negative reviews
- Express appreciation for feedback: Lead with appreciation for the guest’s honest feedback. This shows that you value their opinion and are open to improvement.
Example: “John, thank you for taking the time to leave a review. We appreciate your honest feedback and the opportunity to address your concerns.”
- Apologize for any disappointments: Acknowledge any disappointing elements mentioned in the review and apologize for the guest’s negative experience.
Example: “We’re very sorry to hear that your server did not adequately describe the fish special preparation. Providing an exceptional dining experience is extremely important to us, and we apologize for falling short in this instance.”
- Take accountability: Avoid making excuses, even if the accusations seem exaggerated. Instead, take responsibility for the issue and offer to resolve it offline.
Example: “We would like to make this right. Please call or email me directly so that we can discuss the issue further and find a resolution.”
- Commit to improvement: Emphasize your commitment to improvement and invite the guest to give your restaurant another chance to better meet their expectations.
Example: “We appreciate your feedback, and we will use it to improve our service. We hope you’ll consider giving us another chance to provide you with the exceptional dining experience we strive for.”
By following these guidelines, you can respond effectively to both positive and negative reviews, demonstrating that you value your guests’ feedback and are committed to providing an exceptional dining experience.
In summary, managing your restaurant’s online reputation requires actively monitoring and responding to reviews across various platforms. Dedicate time each day to check notifications and respond thoughtfully to priority reviews. This personal connection will build diner confidence in your brand and foster positive word-of-mouth, returning guests, and brand loyalty. With the right reputation management tools in place, your restaurant is ready to thrive one great review at a time.
