Restaurant reviews 101: 3 Easy Tips to Get Meaningful Reviews and Handle Them

While operators know that restaurant reviews are crucial to attracting new clientele, amplifying their reach, and gauging customer satisfaction, many struggle with guest feedback and review management.

Having many customer reviews will protect you from the inevitable occasional bad review, so getting regular reviews will help you maintain your online presence. Additionally, responding to reviews can impact your reputation as much as what’s in the actual review. Therefore, you must know how to respond effectively to good and bad reviews within an appropriate time frame. 

So, how can you ensure your restaurant systematically gets meaningful customer reviews in the first place? And how should you follow up on diners sharing their feedback about your restaurant on multiple platforms?
This article will outline three easy steps to managing your restaurant reviews like a pro.

1. Build your online presence

“If you build it, they will come.” That’s not just a line from a famous movie, but one that might as well describe the online review business.

Local listing management should be a top priority for your restaurant. That means getting your business listed on the most prominent popular review websites to improve your brand presence, increase your visibility, and, ultimately, get more reviews and visits. Well-known restaurant review sites include Google, TripAdvisor, Yelp, and OpenTable. 

But diners don’t just leave reviews on dedicated review platforms. They also share their opinions on social media. That’s why creating profiles on the most popular social media networks like Facebook, Instagram, and Twitter is essential. 

Once you gain followers, you can regularly share a link to your restaurant’s page on review sites, asking happy customers to post a review. Also, don’t forget to highlight great reviews on your feed and stories to remind other followers it’s about time for their next visit.

Your restaurant’s website plays another integral part in your online presence. Building a dedicated testimonial page showcasing your many positive reviews is an excellent idea. There’s no better marketing than word-of-mouth marketing. Plus, it’s free!

Finally, online ordering and delivery platforms like UberEats, Deliveroo, and DoorDash also provide consumers with the opportunity to evaluate their dining experience. So keep an eye out for your off-premises guests’ feedback on the platforms you’ve signed up with. Alternatively, creating your own online ordering website enables you to own the customer experience, receive customer feedback, and directly reach out to reviewers.

2. Don’t be afraid to ask your customers for feedback

Sometimes, the most effective way to get more reviews is to ask. 

One way to get direct customer feedback is by circulating between tables during service to ask your guests how they are doing. For example, you can ask them how they feel about the service, the food, or the restaurant’s atmosphere. If diners are happy, ask them to leave a review on your preferred review site – they are much more likely to respond when asked in person. And even if they give your restaurant a 5-star recommendation with no details, it will still help increase your overall rating.

Train your team to do the same: it’s crucial to be proactive about feedback to avoid negative reviews from dissatisfied customers who feel they didn’t get an opportunity to be heard while they were still in your restaurant.

If you feel uncomfortable about asking guests to write a review, there are other, more subtle ways to encourage them to do so after their visit:

• Add a small note to your receipts asking guests to leave a review.

• Include a classic comment card with each ticket linking to your review sites.

• If guests have booked their table online or have ordered from your online ordering store, send them an automated email to ask for feedback after their visit. 

• As mentioned earlier, sharing links to your accounts on review platforms or social media profiles is also a good idea.

Regardless of how you ask customers for their opinions, incentivizing leaving a review isn’t necessary. Instead, let your tasty food and exceptional service do the talking, and positive comments will follow!

Address issues within 48 hours

3. Respond to all reviews (and do it within a reasonable time frame)

You may think you only need to respond to bad reviews, but that’s a myth. Replying to all your reviews shows (potential) customers that you are listening to them and helps you connect with your guests. 

When you reply to a positive review, it tells the reviewer you appreciate their time and effort. And when you respond to a negative review, you have an opportunity to win the customer back while showing potential guests you take everyone’s opinion to heart.

Here are a few things to keep in mind before you start reacting to your restaurant reviews:

• Starting from a template is fine, but every reply should be personalized and tailored to the message.

• Always address your reviewers by name to build rapport.

• Feeling a little upset when you read a critical review about the business you worked so hard to create is normal, but you shouldn’t take it personally. Don’t let your emotions get the best of you. If you feel angry, give yourself time to calm down before you reply. Or delegate the review to one of your team members.

• When you reply to a bad review, always apologize for what went wrong, and explain what happened and how you will avoid this situation in the future. Then, ask the guest if you can get in touch and invite them back for a second chance. Depending on each case, you may also want to offer them a discount or voucher.

How you respond to comments about your restaurant is vital, but your timing is equally important. Incorporate review management into your day-to-day so that you can address issues within 48 hours. For instance, take 30 minutes before or after your shift to read new comments, reply to them, and share actionable feedback with your team.

Use criticism to your advantage to optimize your guest experience

In conclusion, handling reviews appropriately and effectively can help increase customer loyalty, expand your online visibility and reach, and boost revenue. But one of the best things about restaurant reviews is that they enable you to use criticism to your advantage and optimize your guest experience. Because let’s face it: the most effective way of getting great reviews is by giving your customers what they want: a delicious menu tailored to their needs and extraordinary service across all your locations, channels, and platforms.