6 Ways to Respond to Bad Restaurant Reviews : F&B Tips

Social media has always been seen as the newest and most innovative way of marketing, it’s not only affordable but it is also the most outreach. If you have created a Google Business Profile, then congratulations! You have scored some bonus points in enhancing your online presence. These will be incredible information sources for customers about your food service business before going – and of course, leaving a review after their experience with your business.

It is great when there’s positive feedback and it makes you feel like your work is accomplished, but there are always times when you receive negative reviews in some way or the other! So here are some tips on how to handle them if they come about!

1. Do not delete negative comments

Take negative reviews as your chance to learn. If you think that deleting negative reviews on your social media or business page will help save your brand image – think again. While your intention is good, deleting such comments will provoke angry customers further. So, it is always better to access the situation following steps below, and only delete comments if you find that they are purely malicious.

2. Don’t ignore them! Acknowledge and react accordingly

Customers read reviews from past customers and will base their future dining on them, so when a customer leaves a bad review, and the restaurant doesn’t respond, the negative review has the final say. It leaves the impression that the problems addressed are either still ongoing or are simply uncared for by the restaurant. So, take some time to respond and let others know that the management team takes customer feedback seriously and ensures that mistakes won’t happen twice!

3. Take time to draft your reply

Don’t reply in haste when it comes to a customer’s negative review, as you might write your explanation too emotionally. Hence, take some time to plan when you are drafting your reply, and don’t miss out on thanking the customer for their willingness to spend time at your restaurant – that shows your hospitality to them. Then highlight feedback from their review and apologize for the problems that were caused, following on, explain the problem to them and assure them that such errors won’t happen in the future.

4. Apologize and take responsibility

It’s important to show that you have taken note of their experience rather than reject the problem at hand. It is paramount as a business owner that customer experiences are the pride and joy of your business, and it is the same in every food and service business after all. After taking responsibility for the problem caused, feel free to invite them back to the restaurant as a way of invitation, and hope that their next experience will be better than the last.

5. Offer solutions and encourage offline private discussions

In your reply, it is important to offer a solution or show what are the steps being taken to avoid similar problems. Some customers will be happy with a discount coupon for the next visit as it invites them to personally experience the change of service; while others might require more than that. In that case, try to take the conversation offline by providing the customer with contact information for more discussion. It shows that your restaurant is not only receptive to feedback but is approachable.

6. Learn from your critics, don’t take it personally

Turn bad reviews into a catalyst for positive change by embracing criticism and guiding your team toward improvement. Social media amplifies complaints, but it may indicate that loyal customers are eager to help your business grow. Instead of taking things to heart, make an effort to acknowledge this feedback and move forward with practical tips in mind.

Reviews play a significant role in word-of-mouth marketing for your food service business, so it’s crucial to stay vigilant and handle them with finesse! Ajinomoto Food Biz Partner wishes you great luck managing your social media and online business platforms. Register as a member today to enjoy great tips and perks.