EPOS Direct Do you know how to deal with bad reviews?

Instant Feedback Channels

Do you provide your customers with a place to give feedback? As a restaurateur, it is important to understand that customers will post bad reviews online when they are unable to directly communicate with your restaurant. This means that if you provide your customers with an instant feedback channel, it will reduce the number of bad reviews that you receive. This shows that an instant feedback channel will be essential in order to protect your restaurant’s reputation. An instant feedback channel will enable you to improve your restaurant as it will encourage customers to broadcast their opinions about your restaurant. Providing your customers with an instant feedback channel will show your customers that you care about them. One of the most common ways which restaurants use to communicate with customers is a contact form on their website. An effective contact form will encourage customers to send all of their contact details and concerns to you. On your website, you should clearly display your phone number and email as this will allow customers to easily contact you. Remember, your customers will want to be heard.

Fast Response

As a restaurateur, customers will never want to be kept waiting especially when they have made a complaint. When you receive a complaint, it is vital that you respond to it as soon as possible. This will display to the customer that their complaint has been acknowledged and that your restaurant is working to solve the issue. This will satisfy your customer as they will know that they have been heard which will prevent them from posting a review online. It is recommended that you do not take longer than 48 hours to reply to a complaint. For emails and the website contact form, you have the opportunity to create an automated message which will inform the customer that their feedback has been received. If you do not respond to complaints quickly, you will be more likely to receive bad reviews online. Once customers see bad reviews, they may decide to avoid your restaurant which will limit the number of customers that you receive.

Respond to Online Reviews

Has a negative review about your restaurant been posted online? Many review websites will give you the ability to reply to the review and contact the reviewer. As a restaurateur, it is recommended for you to reply to as many reviews as possible. This will display to your potential customers that you value their opinions and want to provide your customers with an enjoyable experience. You should thank the customers who have published good reviews as this will show them that you care about their opinions. This will encourage more customers to publish good reviews. Remember, good reviews will increase your restaurant’s reputation and will encourage a higher traffic of customers to visit your restaurant. When you respond to a bad review and find a solution to the problem, the customer may decide to update their review to a better rating. Complaints which have been handled professionally can help you attract customers as it will show potential customers that you care about your customers and will focus on providing your customers with an enjoyable experience.

Offer incentives

Once a customer complains, it is highly likely that they will avoid your restaurant which will severely reduce the number of customers that your restaurant receives. However, you will have the ability to lure customers back into your restaurant by offering them a discounted price or complimentary item. This will display to your customer that you apologise for the inconvenience and that you want make it up to them. This will encourage the customer to give your restaurant a second chance which will increase the number of customers that you receive. As a restaurateur, it is vital you do not offer a discount directly for a good review.

Accept bad reviews

As a restaurateur, it is important to ensure that bad reviews are not lowering the confidence of your employees. No matter how good your service is, there will always be someone who is not satisfied. As a restaurateur, it is important to accept that there will be aspects of your service which may not go according to plan as all humans will make mistakes. Receiving good reviews will not always boost the reputation of your restaurant as if your restaurant only had good reviews, it would look suspicious. This would display to the customer that you are paying someone to post reviews or making your employees post reviews. If you only have good reviews, it may make customers think that you are hiding something. If your customers do not trust you, they will not eat at your restaurant. Don’t let bad reviews limit the success of your restaurant.