If you’re part of the restaurant industry, chances are you’ve spent time navigating online reviews on Google, Yelp, TripAdvisor, and more. For better or worse, online reviews are an essential component of running a successful restaurant. Since customers place a good deal of trust in what others are saying about your restaurant online, reviews can be an excellent tool for attracting new people to your business:
So, how should a restaurant handle online reviews? For starters, your business must respond to every review—whether positive or negative—in a timely fashion. In fact, When writing a review, 20% of customers expect to receive a response within one day. A thoughtful response builds trust and rapport with your customer base and showcases that you genuinely care about your customers’ experience. It also gives you the chance to shape the image of your restaurant by highlighting your strengths as a business. Even better, including the name of your restaurant in your response is a free way to boost SEO for your business!
Keep reading to learn how to manage your restaurant’s reviews and download 10 powerful review response templates ready to use for your restaurant.
While diners are increasingly writing positive reviews, and good reviews can benefit your business in a big way, negative reviews are bound to happen. Knowing how to manage reviews left by less than happy customers is critical to your business. Here are 5 simple ways to respond to negative restaurant reviews.
Do some research: Make sure to read negative reviews closely, and when you have a full grasp on what the customer thinks went wrong, cross-reference the situation with your team. When you understand the context, do some quick research on the reviewer. This will ensure you respond to this particular customer in a way that resonates with them personally.
Take a deep breath: It’s in our nature as people to respond to frustration with frustration, but as hard as it may be, try to detach yourself personally.
Respond to every review: Think about why people write online reviews. People share their thoughts publicly because they want to be heard. It’s important that you answer every review, even that particularly frustrating one. 45% of consumers say that they’re more likely to visit a business if it responds to negative reviews.
Don’t wait too long to respond: Responding quickly and intentionally will help you stand out from the competition. Setting up a Google Alert will protect you from missing reviews that may need your attention.
Keep a positive presence online: Make sure you’re engaging with and responding to positive reviews. This can turn a first-time customer into a loyal eater, and an advocate for your brand.
You know better than anyone that a lot goes into running a restaurant. From hiring to inventory, customer service to marketing, bookkeeping to operations, profitability and reputation. And with the increased relevance of online reviews, it might feel like you now have to be a customer service whiz and a creative writer just to keep a good online presence.
Answering customer reviews shouldn’t feel like a full-time job! We’re here to help with that. After analyzing hundreds of restaurant reviews online, we’ve created 10 powerful review response templates ready to use for your restaurant. That way you’ll be able to streamline this process and reply to more customers in less time!
Fill out the form below to download 10 review response templates for your restaurant for free. Here’s what you’ll find inside:
Response template for a positive review about the food
Hi [REVIEWER NAME],
Thank you so much for the kind words. We’re very happy to hear that we share the same passion for food and that you had a great experience with us!
Our kitchen staff will be especially happy to read this review. The [FOOD ITEM MENTIONED] is one of their favorites as well. Might we recommend you also try the [POPULAR FOOD ITEM NOT MENTIONED] in your next visit? We’re sure you’re going to love it as well. See you soon!
- [RESTAURANT NAME] Team
Response template for a negative review without much information
Hi [REVIEWER NAME],
Thank you for taking the time to leave us a review. At [RESTAURANT NAME], we continuously work to create good experiences for our customers and we’re sorry to hear that we missed the mark here.
Would you please consider reaching out to us at [PHONE NUMBER / EMAIL ADDRESS] with any further comments or suggestions? We hope we can use this to improve in the future.
- [RESTAURANT NAME] Team