The importance of Google reviews on a restaurant’s reputation cannot be underscored in this digital age. Restaurant owners’ responses to these reviews have a significant impact on the general perception of their business.
Positive reviews, when recognised with gratitude, help to establish a positive online presence and attract prospective customers. On the other hand, negative reviews provide an opportunity for owners to demonstrate accountability and a willingness to change and improve.
It’s no secret that Google reviews serve as the modern version of word-of-mouth; they give prospective customers an idea of the kind of food and service your restaurant offers. According to a BrightLocal poll, 87% of consumers check online reviews of local businesses, including restaurants.
So, why should you care about Google reviews?
Simple: they influence decision-making. According to 94% of diners, Google reviews have persuaded them to stay away from a specific restaurant. The consequences are clear: disregarding Google reviews could mean turning away potential customers.
This blog provides insights on how to use Google reviews to turn star ratings into loyal customers.
The Best and Worst Ways to Respond
Explore these examples to understand how to respond to customer reviews effectively and safeguard your business reputation.
BEST WAY: Prompt and Polite
Responding to reviews quickly, preferably within 24-48 hours, is essential for maintaining a positive online presence. Express your gratitude and appreciation for the customer’s feedback politely.
Timely and appreciative responses not only acknowledge the client’s feedback but also show a commitment to customer satisfaction, which contributes to a positive overall perception of your business.
WORST WAY: Ignoring Negative Reviews
Ignoring negative reviews might worsen the situation and create a terrible image for your company. Addressing feedback, even if it’s difficult, demonstrates your dedication to customer satisfaction and a proactive attitude towards improvement.
BEST WAY: Personalisation is Key
When replying to reviews, try to address the reviewer by name if possible. Tailor your response to the customer’s specific review, demonstrating genuine interest in their experience.
Personalising your response not only provides a human touch but also demonstrates a genuine desire to understand and improve the customer’s satisfaction with your business.
WORST WAY: Getting Defensive
When dealing with poor reviews, avoid being defensive or argumentative. Instead, develop a solution-oriented mindset. Responding with compassion and a desire to find solutions not only reduces stress but also indicates a proactive attitude towards addressing customer issues, resulting in a more positive view of your business.
BEST WAY: Express Empathy
When confronted with a negative review, empathise with the customer’s worries. Apologise for any difficulty caused, and tell them that aggressive actions will be taken to address and rectify the problem. This strategy not only exhibits promptness but also emphasises your dedication to customer satisfaction and continuous improvement.
WORST WAY: Generic Responses
Avoid generic comments like “Thank you for your feedback” that do not address the specific points expressed. Personalise your comments for each review, demonstrating honesty and genuine interest in understanding and resolving the customer’s concerns.
This approach not only increases the trustworthiness of your responses but also demonstrates a dedication to personalised customer engagement.
BEST WAY: Encourage Offline Resolution
Provide contact information for further discussion. Show your willingness to resolve the issue privately and demonstrate excellent customer service.
WORST WAY: Public Arguments
Maintain professionalism in your comments and avoid public arguments with customers. If necessary, take the conversation offline to discuss concerns privately. This strategy not only protects your business’s online reputation but also exhibits a willingness to resolve concerns thoughtfully and constructively.
BEST WAY: Highlight Positive Changes
When a review identifies an issue that has been resolved, include the positive changes in your response. This displays not only responsiveness but also your dedication to continual improvement. Keeping customers informed of the good efforts made strengthens your commitment to offering a great experience and leads to a positive perception of your business.
WORST WAY: Violating Privacy
Respond with caution to avoid disclosing too much information in public. Respect customer confidentiality by not providing important information publicly. This guarantees that issues are addressed while respecting the confidentiality of customer data.
Frequently Asked Questions (FAQs)
Let's go over some frequently asked questions from restaurant owners about responding to positive and negative Google reviews.
Absolutely! Responding to positive reviews shows appreciation and engagement. Keep it simple but personalised, thanking them for their kind compliments and encouraging their continuing support.
Asking customers to remove or change their reviews directly is not recommended. Instead, focus on addressing their issues and delivering a constructive solution. A delighted customer might happily update their review.
Aim to respond within 24 to 48 hours. Responding quickly demonstrates your dedication to customer satisfaction and can positively impact new customers.
Conclusion
We hope this blog has provided insight into the best and worst ways to respond to restaurant Google reviews.
In the digital age, customer feedback is a valuable tool, and how you use it can determine your restaurant’s success. Embrace the positive, address the negative, and always strive for improvement.
As you consider your own restaurant’s online presence, ask yourself: Are you providing a positive digital dining experience? Your answer to this question could make all the difference.
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Latha Karthigaa, founder of Restaurant’s Marketing, is dedicated to enhancing dining experiences. Her strategic insights focus on attracting and retaining customers, driving increased foot traffic, optimising order volumes, and maximising off-peak hours. As a transformative force in the industry, she reshapes the narrative of success for every restaurant under her expert guidance.
Contact
- latha(at)restaurantsmarketing(dot)com(dot)au