Leveraging online reviews: Your restaurant advertising strategy

As restaurant owners and operators, we must stop ignoring online reviews. Even the bad reviews are marketing gold…we just need the tools to seize the opportunity.

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Why do we ignore online reviews?

1. We care more about our overall rating than we do the individual reviews. We fail to see the people behind the platform.
2. There’s just something about folks judging us publicly that feels less like an opportunity and more like a burden.
3. The bad reviews. They’re very upsetting. They’re sometimes unfair, sometimes untrue and we’re helpless to defend ourselves on a platform that millions of people will use to determine whether or not to dine with us.

The power of online reviews

Online reviews are an increasingly important factor for customers when deciding where to dine. According to a 2018 survey by BrightLocal, 84% of people trust online reviews as much as personal recommendations, while a 2020 survey by Tripadvisor found that 90% of respondents considered online reviews important when choosing a restaurant.

In light of these statistics, it’s crucial for restaurant owners and operators to pay attention to online reviews and respond to them in a timely and professional manner. Responding to reviews not only helps to improve customer satisfaction, but it can also lead to increased revenue. A 2017 study by Harvard Business Review found that a one-star increase on Yelp can lead to a 5-9% increase in revenue for a restaurant.

The six key components of a perfect review response:

1. Introduction: Start by introducing yourself and your position at the restaurant. This helps to personalize the response and show the customer that there is a real person behind the review.
2. Acknowledging disappointment: If the review is negative, show empathy and acknowledge the customer’s disappointment. This helps to show that you care about their experience and are willing to listen to their concerns.
3. Sharing your mission: Explain your restaurant’s mission and how it relates to the customer’s experience. This helps to give context and show that you are committed to delivering a high-quality dining experience.
4. Providing a remedy: Let the customer know what steps you’re taking to prevent similar issues from occurring in the future. This helps to show that you are proactive and committed to improving the customer experience.
5. Stating your commitment: Share your brand promise and commitment to customer satisfaction. This helps to reinforce your dedication to your customers and show that you are willing to go above and beyond to make sure they have a positive experience.
6. Call to action: Invite the customer back and encourage them to contact you privately to discuss their experience further. This helps to show that you are open to feedback and willing to take the necessary steps to resolve any issues.

It’s important to remember to be sincere, responsive, and professional in your review responses. This will help to improve customer satisfaction and potentially turn negative reviews around.

Other reputation management tactics

In addition to responding to reviews, there are a couple of other things that restaurant owners and operators can do to manage their online reputation.

First, make sure that you are regularly monitoring your online reviews and responding to them in a timely manner. This helps to show that you are actively engaged with your customers and care about their experiences.

You can also encourage satisfied customers to leave reviews. This can help to offset any negative reviews and showcase the overall positive experiences that customers have had at your restaurant.

Your reviews are your reputation

Like it or not, online reviews are a crucial factor for customers when deciding where to dine and millions of potential diners are reading restaurant reviews every single day. Responding to reviews the right way can help to benefit customer satisfaction, increase revenue, and improve your online reputation. By following the six key components outlined above, you can craft the perfect review response and showcase your commitment to delivering a high-quality dining experience.

Be sure to click below to download the template that walks you step by step through creating perfect review responses.

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