By Mark Plumlee
In today’s digital age, online reviews play a critical role in a restaurant’s reputation, which can directly affect the bottom line. A recent survey showed that 90 per cent of consumers read online reviews before visiting a business, and 88 per cent trust online reviews as much as personal recommendations. Therefore, it’s essential for restaurants to solicit more reviews to boost their online reputation and interest new customers.
Here are some tips for restaurants to help solicit more reviews:
- The easiest way to get more reviews is to ask for them. Train your staff to ask customers to leave a review after they have enjoyed their meal. You can also include a message on your menu or receipts, encouraging customers to leave feedback on your chosen review platform, such as Yelp or Google My Business.
- Make it easy for customers to leave a review by providing links or QR codes to your review profiles. You can also have tablets or kiosks in your restaurant where customers can participate on the spot. The easier you make the process, the more feedback you’re likely to receive.
- You can incentivize customers to leave a review by offering discounts, freebies, or loyalty points, making it worth the time it takes to help your business. Just be sure to follow the review platform’s guidelines, as some platforms prohibit incentivized reviews.
- Responding to reviews, both positive and negative, is crucial. Not only does it show that you care about your customers, but it also helps to build trust with potential customers who are reading your reviews. Responding to reviews also provides an opportunity to address any negative feedback and showcase your commitment to customer satisfaction in a public way.
OK, now the reviews are starting to pour in. Nice work! What happens next?
Responding to positive reviews
Good or bad, you should always respond to reviews. When people compliment your service or food, shouldn’t the interaction end there? This may seem like an unnecessary step with positive reviews, but every response counts.
These responses show the customer that you heard and appreciate their feedback, encouraging more from them and other customers. It also signals to the search engine overlords that you’re a restaurant that engages with customers, and they shine favourably on that, meaning it’ll be easier to get noticed in future searches.
Here are some quick templates to get you started.
- Show appreciation:
Dear [Customer Name],
Thank you for taking the time to leave us a review! We are thrilled to hear that you enjoyed your meal and had a great experience at our restaurant. It means a lot to us that you took the time to share your positive feedback, and we look forward to serving you again soon!
Best regards,
[Your Name]
- Highlight specifics:
Dear [Customer Name],
We are delighted to hear that you enjoyed your meal and had a great experience at our restaurant! We take pride in [specific aspects of your restaurant such as our fresh ingredients, friendly staff, or unique atmosphere], and we are glad that it made a positive impact on your visit. Thank you for your kind words, and we look forward to seeing you again soon!
Warm regards,
[Your Name]
- Offer a personal touch:
Dear [Customer Name],
Thank you for leaving us such a wonderful review! We are thrilled to hear that you had a fantastic experience at our restaurant. We take pride in providing our customers with a memorable dining experience, and we are delighted to hear that we hit the mark for you. We would like to thank you in person on your next visit, so please let us know when you plan to stop by so we can extend a personal welcome.
Sincerely,
[Your Name]
Responding to negative reviews
If only every review were good, but alas, bad reviews will almost certainly roll in. Some will be fair. Others will not. They all require a response, though. Before we dive into the various templates you can use, a note on disputing reviews: if you feel a certain review is particularly unfair or egregious, you can petition the review site to take it down. If you have a strong case, it’s often worth the time and effort to remove it and spare your restaurant’s reputation.
Here are five templates you can use to address negative reviews.
- Empathize and apologize:
Dear [Customer Name],
We are sorry to hear that you did not have a positive experience at our restaurant. We understand how frustrating it can be when expectations are not met, and we apologize for any inconvenience caused. We appreciate your feedback, and we will use it to improve our service and avoid similar issues in the future.
Sincerely,
[Your Name]
- Provide a solution:
Dear [Customer Name],
We apologize for the inconvenience you experienced during your recent visit to our restaurant. We would like to make things right and provide a solution that works for you. Please contact us at [email or phone number] so we can further discuss the issue and find a suitable resolution.
Thank you for your feedback,
[Your Name]
- Address specific complaints:
Dear [Customer Name],
Thank you for taking the time to leave a review. We are sorry to hear that your experience at our restaurant did not meet your expectations. We take all feedback seriously and will address the specific complaints you mentioned. We will work hard to improve our service and ensure that our customers have a great experience every time.
Best regards,
[Your Name]
- Explain the situation:
Dear [Customer Name],
We apologize for any inconvenience you experienced during your recent visit to our restaurant. We would like to explain the situation and provide some context. [Explain the situation in a concise and factual manner]. We understand that this does not excuse the poor service you received, and we will take steps to prevent this from happening again in the future.
Thank you for your feedback,
[Your Name]
- Offer a discount or freebie:
Dear [Customer Name],
We are sorry to hear that you did not have a positive experience at our restaurant. We would like to make it up to you and offer a [discount or complimentary item] on your next visit. Please contact us at [email and phone] to redeem your offer.
Thank you for your feedback,
[Your Name]
In summary, soliciting more reviews is crucial for restaurants to build their online reputation, grow their online presence and attract new customers. Asking for reviews, making it easy, incentivizing, and responding to reviews are all effective ways to increase the amount of feedback you receive. By responding to reviews, you can show your customers that you care about their experience, take the opportunity to engage with them, and build trust with potential customers.
Mark Plumlee is the Sr. Editor for MustHaveMenus, a DIY design and digital marketing service for restaurants, and has written for CRFN and many foodservice publications on food industry trends and technology.
