When it comes to running restaurants, there’s nothing more important than keeping your customers happy.
But it’s not just about making sure the dishes are perfect, the ambiance is spot-on, and the waitstaff is friendly.
It’s also about managing feedback, especially online customer reviews.
Jump to section
- Why Managing Customer Feedback is Essential for Restaurants
- Proven Approach to Effective Restaurant Reputation Management
- Best Ways to Respond to Negative Online Reviews (Pro-tips)
- Best Ways to Respond to Positive Online Reviews (Pro-tips)
- Business Review Sites for Restaurants (with examples of both positive and negative reviews on each site + bonus templates)
Restaurant reputation management is about more than just damage control.
It’s about understanding what your customers love about your establishment, what they’re not so crazy about, and where there’s room for improvement.
With a little strategy and a lot of heart, you can create a dining experience that your customers will love and rave about.
Reviews carry a lot of weight and can make or break a restaurant’s reputation.
Online reviews has a direct impact on a whopping 1 BILLION restaurants visitors! Specifically 85% of diners choose restaurants based on online reviews and ratings for dining reservations as they would in personal recommendations.
This means that managing a restaurant’s reputation and review management is absolutely crucial for your business success.
It’s an exciting statistic that emphasizes the importance of staying on top of your restaurant reputation management, you can address any issues that customers may have with your menu or service.
Helps to Attract New Consumers
Positive online reviews can act as word-of-mouth advertising, which can help to bring new people into your dining room.
Additionally, respond to all online reviews (positive and negative) to show potential diners that you are attentive and your business care about providing a good experience.
Increases Customer Loyalty
By reading online reviews and taking action based on them, you can ensure that your customers are happy with their experience.
Responding to negative reviews in a positive way, you can show your customers that you manage to care about their experience and that you are willing to make changes to business operations to improve it.
Gives You Insights Into Your Business
Online reviews and ratings can help you get an understanding of what people like and don’t like about your restaurants.
This information can be used to make changes to improve the business and overall restaurant reputation.
Here are five key tips to help you stay on top of your online presence and maintain a positive restaurant reputation among diners.
Restaurant Reputation Management Tip #1: Keep a close eye on restaurant reviews posted online.
When someone leaves an online review, it’s always good to know that the feedback is being heard.
Responding to any online review shows that you are paying attention and care about what your customers have to say.
Restaurant Reputation Management Tip #2: Take action by responding promptly to any negative reviews.
While it may be tempting to only respond to a positive online review, it is just as important to respond to a negative feedback in a constructive way.
Addressing complaints shows that you are taking the customer’s concerns seriously and that you are working to resolve the issue.
Restaurant Reputation Management Tip #3: Share positive reviews on social media.
Sharing positive reviews online especially on social media not only shows appreciation for the customers who left it but also shows prospective customers that you value your customers’ feedback.
Sharing positive reviews online not only helps your SEO to rank higher but can also help build trust with your audience through online engagement and encourage them to come dine at your restaurant.
97% of consumers read online reviews before making reservations at a restaurant, which highlights the importance of a positive restaurant reputation management.
Restaurant Reputation Management Tip #4: Encourage customers to leave their own online reviews of your restaurant.
Encourage customers to leave reviews by making it easy for them to do so.
For example, you can include links to your business profile on popular listings on your website or in your email signature.
Restaurant Reputation Management Tip #5: Ensure that all your restaurant listings are kept up-to-date.
Do you ever wonder why some restaurants have outdated menus or inaccurate hours online?
It’s because they’re not keeping their business online listings up-to-date!
It’s imperative for you as a restaurant owner to ensure that your listings are up-to-date and not limited to only one platform, in order to maximize reservations and dine-in opportunities.
Not only does this ensure that potential diners are getting accurate information, but it can also improve your overall restaurant reputation management.
These proven tips to managing reviews online and negative comments will help you create a positive experience and protect your business online reputation. >>>
DO: Respond quickly and politely.
When you receive a bad review, it’s important to respond as quickly as possible.
Businesses who responded to negative reviews within 24 hours were able to significantly improve their brand ratings.
Additionally, you should always make sure to respond in a polite and professional manner, even if the consumer is being rude or unreasonable.
DON’T: Take it personally.
It can be easy to take a bad review personally, but it’s important to remember that not every customer is going to be happy with their purchase.
Only around 4% of unhappy customers will actually take the time to leave a negative feedback. This means that the vast majority of consumers who had a bad experience with restaurants will simply never say anything at all.
DO: Offer a solution.
In many cases, customers leave negative reviews because they simply want to be heard.
They want to know that their concerns are being taken seriously and that something will be done to fix the problem.
As such, it’s important to always offer a solution in your response.
Whether it’s a refund, replacement, or simply an apology, offering a solution will show the customers that you’re willing to go the extra mile to make things right.
It is never pleasant to get negative online reviews for your brand especially if your to rank higher on your ratings.
That is why it’s important to have strategies in place for the best ways to respond and prevent them and protect your business reputation.
Additionally, you should always make sure to respond in a polite and professional manner, even if the consumer is being rude or unreasonable.
Here are some questions to ask yourself to ensure that you correctly process negative reviews from customers, which will also help build trust online with potential customers:
☑ What specific aspects of the customer’s experience were unsatisfactory?
☑ Did our business provide clear communication and expectations beforehand?
☑ Was there an issue with our menu or operations that needs improvement?
☑ Did our business handle the situation appropriately and with empathy?
☑ Can our business offer a solution or make amends to the dissatisfied customer?
☑ How can we prevent similar negative experiences for our business in the future?
DO: Thank the customer.
This shows appreciation for their business and lets them know that you value their opinion.
It also creates a personal connection between the customer and the restaurant, which is essential for building brand loyalty and encouraging repeat business.
DO: Respond quickly.
This not only shows that you are actively engaged with your customers but also helps to keep the conversation going.
It demonstrates that you value their patronage and are dedicated to ensuring their satisfaction.
FUN FACT: Did you know that businesses that responded to reviews within the first hour saw the greatest increase in customer spending?
DO: Ask for feedback.
Beyond expressing gratitude and responding promptly, it is also crucial to ask for feedback if you want tot protect your brand reputation.
Ask if there is anything in particular that they enjoyed about their experience and if there is anything that could be improved upon.
Not only does this show that you are open to constructive criticism, but it also allows you to gain insight into what customers are looking for in your restaurant.
DON’T: Use generic responses.
Make sure to tailor your response to the specific comment given.
Mention specific details, such as the delicious food they enjoyed, dining room great ambiance, accessibility to multiple locations, or the service they received, and thank them for their kind words.
Your customers will appreciate the personal touch and feel more connected to your brand.
DON’T: Be too salesy.
Avoid using phrases that sound like promotional material, such as “Come back soon!” or “Don’t forget to tell your friends!”
Instead, focus on expressing your gratitude and building a genuine business relationship with your customer base.
Here are some questions to ask yourself to ensure that you correctly process positive reviews from customers, which will also help build trust online with potential customers:
☑ What specific aspects of my business did the customer appreciate?
☑ Did the customer mention any particular employees or departments that stood out to them?
☑ Can I use this positive review to improve my ratings and brand strategies?
☑ How can I maintain the level of service in my business operations that made a difference to the customer in future interactions?
☑ How can I leverage positive reviews for business growth and overall brand online reputation?
Positive review example
Positive review response from ReplyToReviews
Thank you so much for your kind words, Mike! We’re so glad you enjoyed your experience at [Restaurant Name] and appreciate your feedback.
We take great pride in providing our customers with consistently excellent quality food. We look forward to seeing you again soon!
Emphasis on the restaurant’s commitment to providing consistently excellent quality food.-
Invitation to visit the restaurant again to create a welcoming atmosphere and encourage repeat business.
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Shows the restaurant’s confidence in its abilities to provide a great experience and strengthen relationships.
Negative review example
Negative review response from ReplyToReviews
We are sorry to hear about your experience, Nikki. At [Restaurant Name], we strive to provide the best possible quality with each order. We apologize that half of your team did not receive their food, and we understand your frustration.
We take all feedback seriously and will use this as an opportunity to improve our services for large orders. Thank you for bringing this to our attention.
- Response acknowledges and empathizes with customer’s frustrating experience
- Offers solution to improve services for large orders
- Shows commitment to learning from mistakes and preventing other issues from arising
- Concludes by thanking and reaffirming commitment to diner satisfaction.
Positive review example
Positive review response from ReplyToReviews
Thanks so much for your kind words, Sharon! We’re so glad to hear that your experience with [Restaurant Name] was so great.
We pride ourselves on our easy ordering process and great communication, and we’re so pleased that your meal arrived on time and still hot.
We hope you’ll continue to order in with us!
- Acknowledges reviewer’s comments and expresses gratitude by using their name
- Highlights restaurant’s strengths such as easy ordering process and great communication
- Shows commitment to positive dining experiences
- Invites customer to continue ordering from them
- Conveys sincerity and builds trust with potential customers
Negative review example
Negative review response from ReplyToReviews
We apologize for the unacceptable experience you had with us, Samantha.
We take customer experience very seriously and are disappointed to hear that you were treated with such disrespect. We have noted your complaint and will address it with the relevant staff.
We hope that you can give us another chance to make it up to you. Thank you for bringing this to our attention.
- Response shows genuine concern for customer experience
- Acknowledges and apologizes for unacceptable experience
- Promises to address the issue with relevant staff
- Invites customer to return and provides a chance for a better experience
- Demonstrates commitment to improving and providing positive dining experience
Positive review example
Positive review response from ReplyToReviews
Hi Matthew,
Thank you so much for your kind words about your order from Coles! We are so glad to hear that your order arrived quickly.
We are proud to be able to provide RSPCA approved chicken breast fillets and Primo Ham Champagne Thinly Sliced 100g to our customers.
Thank you for choosing Coles!
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The response is personalized and specific to customer’s order
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Expresses gratitude towards the customer
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Provides additional information about the restaurant’s ingredients and menu options
Negative review example
Negative review response from ReplyToReviews
We apologize for the disappointment you experienced with your order, La Tonya.
We take pride in providing our customers with the highest quality food and dining experiences, and we are sorry that we did not meet your expectations.
We understand that it is frustrating to not be able to get to the bottom of who messed up your order, and we apologize for the inconvenience.
We appreciate your feedback and hope that you will give us another chance to make it up to you. Thank you for giving us the opportunity to serve you.
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Acknowledges the issue by apologizing and admitting fault
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Offers a solution by expressing willingness to make it up for the disappointment
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Shows gratitude for the opportunity to serve and value for the customer’s opinion
Positive review example
Positive review response from ReplyToReviews
Thank you so much for the kind words, La Gallega! We are so glad to hear that The Proper is close to your home and that you had a great experience with Glen in the bar area.
We strive to make sure that our customers have a great time and leave feeling relaxed and satisfied. Thank you for your support!
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Highlights key points, including the restaurant’s proximity to the reviewer’s home and positive experiences with bartender Glen
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Shows a positive and enthusiastic attitude, reflecting the restaurant’s customer-centric approach and commitment to providing a fantastic experience.
Negative review example
Negative review response from ReplyToReviews
Hi Satpal,
We apologize for the frustration you experienced when cancelling your table at Tapas Revolution.
We understand that it can be disappointing when you are unable to receive a refund, however, Open Table does not support refunds for cancellations.
We are sorry that you could not book directly with us. We hope you will give us another chance and book directly with us soon.
- Acknowledgement of issue shows restaurant values feedback
- Explanation of situation helps reviewer understand better
- Offer to rectify situation shows commitment to diner satisfaction
Positive review example
Positive review response from ReplyToReviews
Thank you so much for giving us good ratings, B Mandal! We are so glad that you enjoyed your experience at [Restaurant Name].
We are especially glad that you loved our Tandori Lollipop, Veg Spring Roll, Kori Roti, and Chai Patiyala Roll.
We hope to see you again soon!
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The response starts off by thanking the reviewer.
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The restaurant management response acknowledges the specialties of the restaurant by mentioning these dishes specifically. This not only shows the management’s attention to detail but also boosts the confidence of the restaurant customers in the restaurant’s ability to provide high-quality food.
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Inviting Further Engagement: The response establishes a warm and welcoming tone. This not only indicates that the management is looking forward to having them again but also raises the chances of returning customers and positive repeat reviews and high ratings.
Negative review example
Negative review response from ReplyToReviews
Hi Amos,
Thank you for taking the time to leave a comment for Shrimant Misal ani barech kahi.
We are sorry to hear that you had a bad experience with the matki. We take all reviews seriously and we will be sure to look into this issue.
We value customer experience and hope that you will give us another chance in the future.
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Shows the customer that the review has been read and taken seriously by the restaurant management. This acknowledgement helps to build a relationship of trust and respect.
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Demonstrates a proactive approach to problem-solving. This shows that the restaurant is committed to providing quality dining experiences to its customers and that it will take action to correct any issues.
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Shows that the restaurant is confident in its ability to provide a positive dining experience.
Keep up with diner reviews while protecting your brand reputation across multiple platforms with our AI-generated review response service.
Positive review example
Positive review response from ReplyToReviews
Dear Marie,
Thank you so much for your kind words about Happy Monkey! We’re so glad to hear that you had a great experience and that Melmet was able to provide you with excellent experience.
We apologize for the quality of the glass of sincere that you ordered – we strive to provide only the best quality for our guests. We hope that you will give us another chance to make it up to you the next time you come in.
Thank you again, and we look forward to seeing you soon!
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Acknowledges positive feedback and appreciation
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Professional and sincere apology for a mistake
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Positive reinforcement and invitation for return visit
Negative review example
Negative review response from ReplyToReviews
Hi Matt,
We apologize for the disconnect between [Restaurant Name] and Resy that you experienced.
We take customer experience seriously and we will certainly use your feedback to improve our services. We understand that it can be frustrating when issues arise, and we want to make sure that you have the best experience possible with us.
We are sorry for the inconvenience and we thank you for taking the time to provide us with your feedback.
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Acknowledgement of the Customer’s Frustration This shows that the restaurant is taking the customer’s negative feedback seriously and is willing to take responsibility for the issue.
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Commitment to Improve: By stating that they will use the customer’s feedback to make necessary improvements, the customer is reassured that their issue has been heard and that the restaurant is actively trying to rectify the situation. This not only helps to retain the customer but also shows potential customers that the restaurant is willing to go above and beyond to provide the best experiences possible.
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Appreciation for Customer Feedback: This shows that the restaurant values its customers and is open to receiving constructive feedback. It also helps to build a positive reputation for the restaurant, where customers feel that their voices are heard and that they are valued.
Positive review example
Positive review response from ReplyToReviews
Dear Denailac,
Thank you so much for your kind words about your amazing experience at [Restaurant Name]!
We are so pleased to hear that you had an excellent experience with our service and that our poutine was especially delicious. We are also delighted to hear that you enjoyed our cupcakes – they are definitely a bonus!
Thank you for your 5-star rating, and we look forward to seeing you again soon!
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Response acknowledges and appreciates positive feedback
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Specific aspects specific aspects of the customer experience (poutine and cupcakes) are highlighted
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Encourages future visits and building ongoing relationships
Negative review example
Negative review response from ReplyToReviews
Thank you, IH! We value your opinion and understand your concerns. At [Restaurant Name], we believe that everyone should have the right to make their own dietary decisions and we do not promote veganism as the only healthy lifestyle choice.
We are committed to providing a platform where everyone can engage in respectful scientific discussions about menu and nutrition.
We apologize if you felt that this was not the case on this occasion.
- Response shows empathy and willingness to listen to customer’s concerns
- Response addresses issue of veganism promotion and promotes open and respectful discussion about nutrition
- Tone of response is friendly and conversational, helping to disarm negativity
- Acknowledging a customer’s experience and making an effort to understand their point of view leaves the customer feeling heard and valued.
Positive review example
Positive review response from ReplyToReviews
Thank you so much for the kind words, Albert! We are thrilled to hear that you always find something new and delicious meal to try every time you visit [Restaurant Name].
We strive to provide a wide variety of options to please everyone’s Thai cravings!
We are so glad you appreciate our one-stop shop and we look forward to seeing you again soon.
- Expresses gratitude for positive online review.
- Focuses on customer’s experience and a variety of options.
- Shows customer-centric approach of the restaurant.
- Encourages repeat business and invites customer to return.
- Creates a sense of warmth and hospitality towards customer.
Negative review example
Negative review response from ReplyToReviews
We apologize for your experience at [Restaurant Name], Terry. Our goal is to provide excellent service to all of our customers and we take feedback like yours seriously.
We request that you will give us another chance to show you the level of customer service we strive to provide.
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The restaurant takes ownership of the issue and apologizes
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The response ends on a positive note, encouraging the customer to return and giving hope for improvement.
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This approach can increase customer retention and generate positive reviews for the restaurant.
Positive review example
Positive review response from ReplyToReviews
Hi Liz, thank you so much for your kind words about [Restaurant Name]!
We’re so glad you enjoyed the tasting meal and that you had a great time in our atmosphere.
We really appreciate your 5-star review and we look forward to serving you again soon!
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The restaurant acknowledges specific aspects of the consumers experience.
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The response includes an invitation for the customer to return.
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The tone of the response is conversational and friendly, creating a warm atmosphere for the restaurant.
Negative review example
Negative review response from ReplyToReviews
Dear Sean,
We apologize for the poor service you experienced at [Restaurant Name].
We take great pride in providing a top-notch dining experience and are disappointed that we didn’t meet your expectations. We’re sorry for the long wait and lack of attention from your waitress.
We value consumers feedback and will use it to improve our service. We request that you’ll give us another chance to create a better experience for you.
Sincerely,
[Restaurant Name]
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Acknowledges the specific issue that the customer experienced.
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Maintains a positive and conversational tone, showing that the restaurant values the customer.
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Offers a second chance to create a better experience for the customer, which portrays the restaurant as considerate and genuine in their efforts towards improving the quality of their service.
Positive review example
Positive review response from ReplyToReviews
Thank you so much for your kind words, [Diner Name]!
We’re so glad to hear that you enjoyed the Smothered Pork Chop Blue Plate Special at [Restaurant Name].
We are delighted to know that you had a fabulous experience!
- Acknowledgement creates a positive connection between the restaurant and the customer, which can encourage the diner to revisit the restaurant.
- Provides an explicit reference to the specific dish that the reviewer enjoyed – Smothered Pork Chop Blue Plate Special – which shows that the restaurant takes pride in its menu items and is attentive to detail. This can be reassuring for other customers who may be looking for recommendations and can now be confident in trying out this particular dish.
Negative review example
Negative review response from ReplyToReviews
We apologize that your dining experience at [Restaurant Name] was less than satisfactory. We strive to provide the best service and quality food to our guests, and it is disheartening to hear that we failed to meet your expectations.
We are sorry that the salad came at the end of the dinner, that you were not able to get olive oil for your salad, and that the BBQ shrimp appetizer was served without the french bread. We will make sure to address these issues and ensure that no guest experiences the same issues in the future.
We hope that you will give us a second chance and come back to experience the fresh and high level quality of food and service that we are known for. Thank you for your feedback.
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Apology is given to show empathy and care for the consumers negative experience.
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Specific issues brought up to show that the restaurant is taking feedback seriously made a lot of difference in the response.
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Customer is invited back to show appreciation for business and dedication to providing a great experience.
To optimize your restaurant’s online reputation, it is crucial to expand beyond just one platform.
Make sure to utilize and boost your online reputation and ratings on these Top 10 Restaurant Reviews Sites including other leading platforms for reviews management like Trustpilot, Yelp, Google, Facebook.
Upgrade your reputation across the top 10 restaurant review sites and let ReplyToReviews take customer reviews management off your plate with our powerful AI-generated responses!
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