These days, it takes more than just advertising to bring the customers in that door.
The restaurant & service industry, in general, thrives on word-of-mouth. When people hear about a great eating place or excellent service from a friend or a friend of a friend, they rush to try it out for themselves.
In contrast, however, when people find out that there is something dissatisfactory in the food or service, they are less likely to ever go to that place.
What's The Right Way To Respond To Negative Restaurant Reviews?
Here are some tips to help you deal with negative reviews/comments on social media.
Negative reviews are practically inevitable for any restaurant. Each restaurant tries its level best to meet the same standard of service and experience, but it's not an easy task & mistakes are bound to happen now and then.
When a reviewer points out such mistakes in their review, make sure that you acknowledge them & take responsibility for it.
Internally, you can find a solution for it & even share it later with the customer.
Apologize & Sympathize
Taking responsibility isn't enough; customers want to hear an apology.
Everyone makes mistakes, but you must own up to them. Apologizing also humanizes your resturant. It shows that you aren't afraid of accepting your shortcomings.
Steer The Conversation To A More Private Medium
Whenever you're dealing with negative sentiment on a public medium such as social media, it's always recommended to take the conversation to a more private medium.
You can steer the conversation to a direct message, provide an email address or other forms of contact information to encourage a private discussion.
Respond As Soon As Possible
Responding to negative comments & reviews should always be a priority. The longer an unattended negative review stays up, the more damaging it is for your restaurant.
Time is of utmost importance, but we understand that it can be hard to keep track of various public channels such as Google My Business, Facebook, etc., for such reviews.
Using a service like Statusbrew allows you to bring reviews, ratings, Q&As, and more from multiple channels to a single dashboard.
You can run automation, manage reviews as a team & even get detailed response time reports.
If you'd like to try out Statusbrew for your business, you can sign up right now & start your free trial.