Responding to Bad Reviews Using These 4 Tips

If you’re not sure how to respond to a bad review, these few tips can help:

1. Listen to the Customer

Whether you disagree or agree, there’s a customer who has a problem with the service that you’ve provided. If you don’t listen to your patrons, this can lead to long-term revenue loss. Make sure that you take every complaint seriously. Try your best to respond in a way that is understanding and shows that you care about what this customer is talking about.

2. Don’t Try to Prove the Customer Wrong

There are a lot of restaurant review examples that have owners or managers of a restaurant being very defensive. These responses are not going to help you improve your brand’s image.

What you should do is listen to the customer and ask what you could have done better.

3. Ask Questions

Want to know how to respond to negative restaurant reviews? One way is to continually ask questions instead of being defensive. When you ask questions, you are showing the customer that you care while also allowing yourself to find out the core reason why a negative review was left in the first place.

4. Apologize

If you research how to respond to negative reviews examples, you find that a lot of owners apologizing for the issues that the consumer had at their restaurant. Being apologetic shows that you’re acknowledging that there was a problem and will work your best to fix it.

Of course, you shouldn’t beg for forgiveness, but you should show that you are open to the negative feedback and will take all measures possible to correct the issue.

There are going to be times when a negative review is completely unjustified or untrue. If this is the case, you can apologize without too much worry. But if the review is so negative that it may impact your business, be sure to ask the reviewer when they came into your establishment and rebut any major complaints that are 100% false.

Once you know how to respond to negative reviews about a restaurant, you’ll also need to know a few of the top questions asked before responding to reviews.

FAQs When Responding to Negative Restaurant Reviews

Should Restaurant Owners Respond to Negative Reviews?

In most circumstances, an owner can and should respond to negative reviews about their business. The one exception is when the owner is too emotionally involved and will start to attack customers for the reviews that they leave.

It’s fine to disagree with your customers, but it’s not fine to attack them in any way. If you allow your emotions to control what you’re saying, you may hurt your business more than help it.

Do Negative Reviews Impact Restaurant Revenues?

Revenue can drop significantly if you have one- or two-star reviews. A study found that businesses with one to one-and-a-half stars suffered revenue losses of at least 33%. Forbes found that companies that have bad reviews are avoided by 94% of consumers.

Should You Respond to Positive Restaurant Reviews?

Yes, but you should be responding to both positive and negative reviews. When you respond to positive reviews, you’re showing your audience that you’re active on social media and paying attention to what they think about your restaurant.

Consumers in today’s busy world want to know that they’re spending their money in a place that respects them and listens to their problems.

When you respond to all reviews that are left, you’re showing your audience that you value what they say and you’re also helping build your brand value. People will begin to know who you are, know your name, and also recognize you when they go into your restaurant.

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