In the age of Yelp and other online restaurant reviewers, it’s more important than ever to have a plan for responding to bad reviews. Whether you’re the owner of a small local establishment or the manager of a large chain, there are ways to respond to negative feedback that will help you maintain your good reputation. Here are some tips for how to handle bad restaurant reviews the right way.
Some tips on how to respond to bad restaurant reviews
First, don’t panic. It’s natural to feel upset when you read a negative review of your restaurant, but it’s important to stay calm and professional. Responding in a hostile or defensive manner will only make the situation worse.
Second, take the time to read the review carefully. Sometimes, a bad review can be useful feedback that can help you improve your business. Other times, it may be clear that the reviewer had a bad experience that was out of your control.
Third, reach out to the customer directly. If you have the reviewer’s contact information, reach out and offer to make things right. Sometimes, a personal apology is all it takes to turn an angry customer into a loyal one.
Fourth, respond publicly. If you can’t or don’t want to contact the reviewer directly, you can post a public response on the review site. Thank the reviewer for their feedback and let them know what steps you’re taking to improve your business.
How not to respond to bad restaurant reviews
- Don’t attack the reviewer.
- Don’t get defensive.
- Don’t ignore the review.
- Don’t make excuses.
- Don’t lie.
- Don’t be vague.
- Don’t take it personally.
- Don’t respond in anger.
- Don’t resort to name-calling.
- Don’t give up.
Finally, use bad reviews as an opportunity to learn and improve. No business is perfect, and there’s always room for improvement. Use negative feedback as a chance to reflect on your business and make changes that will help you serve your customers better in the future.
As a restaurateur, it’s important to remember that bad reviews are going to happen. But by following these tips, you can respond to them in a way that will maintain your good reputation. Remember to stay calm and professional, reach out to the customer directly if you can, and respond publicly if you can’t or don’t want to contact the reviewer directly. Use bad reviews as an opportunity to learn and improve, and don’t give up.