Responding to every verified dining review your restaurant receives is a great way to engage with your guests, and shows potential diners that you care about their experience. Not only that, replying to reviews allows you to gain deeper insight into how your customers think.
Ready to engage with your customers? Here are a few things to keep in mind while replying to member reviews, broken down by the type of review received.
Positive Reviews (4-5 Stars)
- Always post a response to a positive review to show that you appreciate the diner taking the time to write about their experience. This type of engagement can help increase customer retention. Not only that, it could also lead to new guests since the reviewer is likely to champion your restaurant to others.
- Make the diner the “hero.” If customer service was the shining star of the review, mention how delightful it is to serve such a pleasant guest.
- Don’t forget to invite them back! This is the perfect time to lay the groundwork for a repeat visit. Try replying with something like, “We can’t wait to see you again!” or “Looking forward to your next visit!”
Neutral Reviews (3-4 Stars)
- A neutral review provides you with an opportunity to acknowledge positive feedback while addressing the problems that prompted the negative comments.
- First, address what the diner said that you did well. Thank them for acknowledging the efforts of your staff to provide them with a positive dining experience.
- Next, respond to the negative feedback without coming across as defensive. Was the issue service-related? Let the diner know that you are working to correct the problem. Did the diner think the meal was subpar? Thank the guest for their feedback and mention you are continuously striving to improve the quality of your food. If the customer simply didn’t like a particular dish, suggest other menu items they might prefer trying at a future visit.
Negative Reviews (1-2 Stars)
- While painful to read, be sure that you also reply to negative comments. Think of it as an opportunity to improve your restaurant and potentially retain a customer.
- Acknowledge the feedback and apologize for the customer’s poor dining experience. Offer any sort of help that may help educate the diner for future visits and don’t make excuses.
- Own any mistakes made by staff and let the diner know your business is continuously evolving. Also be sure to mention that, thanks to their review, staff will be better trained to mitigate these type of mistakes in the future.
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