Advertising & Marketing, Management & Operation

How to Respond to Customer Reviews

Last updated on Sep 5, 2023
WebstaurantStore

If you own a restaurant, online reviews can significantly impact your business. Positive reviews can be a powerful tool for attracting new customers, while negative reviews can turn customers away. Your response to a review is not just for the reviewer, but for everyone else who reads it. Potential customers will be watching to see how you handle feedback and whether or not you take customer satisfaction seriously. We’ll walk you through responding to negative and positive reviews below.

Use these links to learn more about restaurant reviews:

How to Respond to Negative Restaurant Reviews

Phone displaying a review option

When it comes to customer reviews, not all of them will be glowing testimonials of your excellence. Negative reviews are bound to happen and should be handled gracefully and professionally. Here are some tips on how to respond to negative restaurant reviews:

  • Respond promptly: Timeliness is crucial when responding to negative reviews. Aim to respond within 24-48 hours to show that you take customer feedback seriously.
  • Project a calm demeanor: It's natural to feel defensive or frustrated when reading negative feedback, but you should always retain your composure. Remind yourself that this is an opportunity to address concerns and potentially turn a negative experience into a positive one.
  • Understand the customer's concerns: Before crafting your response, understand where the customer is coming from. Read the review carefully and try to put yourself in their shoes. What specific issues did they mention? What aspects of their experience fell short of their expectations?
  • Take accountability: Take ownership of your mistakes or shortcomings and show genuine concern for the concerns raised by the customer. Be empathetic, acknowledge their dissatisfaction, and avoid making excuses or shifting blame.
  • Offer a solution: Work to address the customer's concerns and compensate them for their poor experience. Consider inviting them back for a complimentary meal or offering a discount on their next visit. The key is to show you are willing to go above and beyond to rectify the situation and regain their trust.
  • Use proper grammar and punctuation: Take the time to proofread before hitting the submit button. Your response should be well-written and free of grammatical errors or typos. Poorly written responses can undermine your professionalism and credibility.

How to Respond to Positive Restaurant Reviews

Positive restaurant reviews not only boost your credibility, but also provide an opportunity to engage with satisfied customers. Responding to positive reviews is not just about acknowledging feedback; it's also a chance to engage with customers and strengthen your relationship. By following these simple tips, you can make the most of positive restaurant reviews and leave a lasting impression:

  • Respond promptly: A prompt response to positive reviews shows you are attentive and customer-focused. Aim to reply within 24-48 hours of the review being posted.
  • Thank the customer: Start by expressing your gratitude for the positive feedback. A simple thank you can go a long way in showing your appreciation.
  • Acknowledge their support: Recognize the customer’s support and let them know their patronage is essential to your success. This will make the customer feel valued and encourage them to return.
  • Keep the response precise and personal: Keep your response concise and to the point. A personalized response shows that you genuinely care about feedback. Highlight specific aspects of the experience they appreciated and let them know their satisfaction is your top priority.
  • Invite them to dine again: Use the opportunity to invite the customer to visit your restaurant again. A warm and inviting "We look forward to serving you again soon" can leave a lasting impression and encourage repeat business. It also reinforces your commitment to providing a memorable dining experience.

Whether you're managing positive or negative reviews, you can save time and gain greater insights by investing in a guest feedback platform like Ovation. This easy-to-use platform helps you connect with your guests through short online surveys, allowing you to pinpoint improvement areas and increase customer retention.

How to Use Customer Reviews

Getting Customer Reviews

By showcasing positive customer reviews, you can build brand awareness and establish your business as a trustworthy and reliable option. Potential customers are more likely to choose a brand with positive reviews from satisfied customers. We’ve listed some common ways to implement reviews below:

  • Your website: The landing page of your website is often the first impression potential customers have of your business, and including customer reviews can build trust and credibility.
  • Marketing emails: Consider including snippets of positive reviews in your marketing emails to reinforce engagement with your email campaigns.
  • Paid ads: Incorporating customer reviews into your paid advertising campaigns can make them more effective. Positive reviews act as social proof, showing potential customers that others have had a positive experience with your brand.
  • Social media: Social media platforms provide an excellent opportunity to share customer reviews. You can create engaging posts using customer testimonials, showcasing your credibility and encouraging others to share their positive experiences.

Restaurant Review Websites

There are numerous restaurant review websites, each with its own unique user base and features. These platforms attract millions of users who rely on them to make informed decisions about where to dine, and in many cases you can list your restaurant for free. By claiming your business listing and keeping it updated, you can ensure accurate and up-to-date information is listed about your restaurant. We’ve listed some of the most popular review platforms below:

  • Google My Business
  • Facebook
  • Yelp
  • OpenTable
  • Tripadvisor

Restaurant Review FAQ

Woman reviewing food on phone

We'll answer some of the most common questions about restaurant reviews below.

Why Do People Write Customer Reviews?

There are several reasons why a customer might leave a review of your business. Many factors can impact their willingness to leave a review, and taking them into account can improve your response. Continue reading to learn about the most common reasons a customer would leave a review.

  • Informing others: One of the primary motivations behind writing a customer review is to assist fellow consumers in making informed choices. By sharing their experiences, people can provide valuable insights and advice.
  • Sharing experiences: Customer reviews serve as a platform for individuals to express their satisfaction or dissatisfaction with a particular establishment. People want to share their stories to either praise or warn others about their experiences.
  • Rewarding good performance: Positive reviews are a form of appreciation and recognition for a company's exceptional performance. Not only does a positive review help the company's reputation, but it also encourages them to continue delivering outstanding experiences.
  • Seeking resolutions for negative experiences: By sharing their grievances, customers hope to draw attention to any issues they encountered and prompt the company to address and rectify the situation. This feedback can be valuable for businesses, allowing them to identify areas for improvement.

How Customer Reviews Impact Your Business

Customer reviews play a significant role in revenue and profitability. Studies have shown that positive reviews can directly influence a customer's decision to dine at your establishment. Reviews can also build trust among potential customers. Trust is an essential factor in the decision-making process, and when people see positive reviews from others who have dined at your restaurant, they are more likely to trust that their own experience will be enjoyable.

How to Collect Customer Reviews

Collecting customer reviews is an essential step for gathering customer insights. By understanding what your customers love and areas where you can make improvements, you can elevate their dining experience and attract new patrons.

  • Surveys: Surveys can be conducted in various formats, such as paper-based questionnaires or online forms. To encourage participation, keep the survey short and straightforward, focusing on key aspects like food quality, service, ambiance, and overall satisfaction.
  • Emails: After a dining experience, send a personalized email to your customers, thanking them for choosing your restaurant and kindly requesting their feedback. Including a direct link to a review platform or a survey in the email makes it easier for customers to share their thoughts.
  • Interviews: Interviews can be done in person or over the phone and allow customers to express their opinions more openly. This direct interaction can also help you build stronger relationships with your customers.
  • Focus groups: Invite a small group of customers to participate in a discussion session where they can share their thoughts and ideas about your restaurant. Focus groups allow for in-depth conversations and provide a platform for customers to bounce ideas off one another, ultimately giving you a holistic view of their experiences.
  • Monitoring online review sites: Regularly monitoring review platforms informs you about what customers say about your establishment. Responding to both positive and negative reviews shows your commitment to customer satisfaction and provides an opportunity to address any concerns publicly.
Back to Top

Knowing how to respond to reviews is an essential skill in the restaurant industry. Not only does it make customers feel valued, but it helps to build the reputation of your business. By taking the feedback of your customers into account, you can improve your restaurant and position it for success.

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Avoid There are some elements to avoid while writing a restaurant mission statement to ensure that your statement ends up being engaging and understandable. Avoid: Being too general so that it might apply to any restaurant Being too wordy and long Using complex wording or jargon Back to Top Popular Restaurant Mission Statements You may choose to reference other restaurant mission statements for inspiration as you craft your own when opening a restaurant. Here are 6 examples from popular chain restaurants that may aid you in your process. Chipotle Mexican Grill: Ensuring that better food, prepared from whole, unprocessed ingredients is accessible to everyone. Dunkin' Donuts: Make and serve the freshest, most delicious coffee and donuts quickly and courteously in modern, well-merchandised stores. Moe's Southwest Grill: To provide a one-of-a-kind experience that energizes everyone with an enthusiastic welcome, exceptional service, awesome food, killer tunes, and an unforgettable time. Panda Express: To deliver exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Starbucks: To inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. Wendy’s: To deliver superior quality products and services for our customers and communities through leadership, innovation and partnerships. Other Statements to Consider Aside from writing a restaurant mission statement, there are three other statements that you may also create for your establishment. To avoid confusion, we have laid out how value statements, vision statements, and culture statements differ from mission statements. Value Statement This lists the core principles of the company that are the foundation of decision making. It indicates what the company as a whole believes that guides the restaurant’s moral compass. This statement is mainly used by the leadership and management teams. 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