Lately it seems like everyone is a critic. Restaurateurs, for better or perhaps worse, are faced with realities of online user reviews plus social media. It is difficult to sift through the multitude of comments regarding online user review sites. On one hand it can be nothing more than your sounding board for those who fancy themselves as foodies to the restaurant critic space for others. In a very positive way, this is the forum for the most important person in the restaurant world, the shopper. If the experience is good, then the reviews will be positive. In contrast, if the customer experience is negative, then it is time to consider making the necessary improvements to making your restaurant a success.
Suggestions for dealing with online reviews:
1 . Don’t take it personally.
two . Be aware. Online reviews and social media are here to stay hence don’t ignore what they are telling you.
3. Take care in over reacting. If you choose to respond, make sure to do so privately to avoid unintentional general population disagreements. Respond quickly, and appropriately. And always remember what the heck is online, stays online.
4. Share. Make sure to keep workforce and staff in the loop. Positive feedback boosts morale, though negative feedback can bring light to issues that need to be sorted out.
5. Utilize the services of the online review sites that will capitalize on your advertising and marketing dollars and to increase and catch the attention of traffic and tourists.
Pay Attention to What Customers Say
Observe review websites by using Google Alerts, which is free. Or simply subscribe to a reputation management service to monitor all réflexion of your company across the Web. Some review websites will in addition notify you via email when new reviews will be posted.
Generate More Reviews, More Often
Most satisfied users won’t take the time to post a review unless you specifically ask them to. Enable it to be easy by signing up for an online service that automatically electronic mails your customers to request they submit a review. This uncomplicated technique has proven to dramatically increase the number of positive reviews you can generate. Most of these services can link to your customer database so you the actual reviews are from your actual and recent customers.
Promote Your individual Reputation Across the Web
Make sure that a ‘read my reviews’ button is prominently displayed on your website and on social bookmarking pages. This provides a compelling call-to-action for customers to read and even write reviews. To get started, create a separate web page that directories your reviews, preferably updated automatically or linked straight away to your business’ profiles on reviews sites. You can also create links to your reviews in a customer newsletter or in a promotional tool.
Respond Quickly, Personally, and Appropriately
Create a policy pertaining to responding to negative reviews and designate one person to act because spokesperson in these situations. When a negative review appears, interact in a timely fashion, ideally via a private message, assuming you can ascertain the reviewer’s identity and contact details. Acknowledge their dismay, discontent, disappointment, unhappiness, displeasure, describe how you plan to resolve the cause of it, and compel them back for a discounted or even a free service. Flourishing restaurant owners, goes a step further. They refund the main customer’s entire purchase when they are dissatisfied. They sees the monetary loss as a necessary expense in defending the actual reputation of their business. If the customer doesn’t respond, or maybe isn’t willing to let you compensate them for the negative practical knowledge, craft a thoughtful public response to the review of which explains how you have fixed the problem and attempted to mend the situation with the customer.
People weigh the opinions involving others heavily, even when they don’t know them. That said, they are simply more likely to trust a business owner who takes time to respond to ratings with the goal of improving their service. Customers will gravitate to businesses that display a human element. Try to remember, when it comes to managing customer reviews and promoting your good reputation, the best defense is always a good offense.