This is Why Restaurateurs Need to Take Heed of Reviews… Now More Than Ever!

Social media has created a new level of accessibility for individuals, enabling them to share their thoughts and opinions with the world at a moment's notice and often without significant consequences. This has led to a surge of armchair critics who are quick to call out celebrities, brands, and even restaurants if their experiences are deemed unsatisfactory. Businesses have also jumped on the bandwagon, with some using AI to generate false reviews to promote their companies.

Make no mistake: the impact of a review - whether raving or scathing - has never carried more weight and importance than today. Yet, the catering business isn’t the only sector where what people experience and their opinions matter. Any business that’s worth its salt invests heavily on marketing their assets and making sure the reputation built is a strong and positive one. 

Take a completely different niche, like the online gambling one. Many operators work tirelessly to get as many players to sign up with them. But it’s a challenging feat, since in essence, they’re all offering the same thing as their competitors. This is why they work alongside some of the best affiliate marketing companies, so they can great deals like free spins and no deposit bonuses to new and existing customers. If you take a look at the ‘About Us’ page of FreeSpinsTracker, you’ll get a better understanding of how this process works, their history, company ethos, and so much more. 

Similarly, as a restaurateur, you should always do your fair share of research, see what sort of people you need to be collaborating with, and, most importantly, how you can make your business flourish.

Let’s examine the various ways a review can impact a restaurant's success and why they cannot be overlooked.

Great Marketing Tool

Online reviews hold immense power when it comes to choosing where to eat or which restaurant to order from. Think about it: when was the last time you walked into a restaurant without doing a quick Google search to see if it was any good? While everyone seems to fancy themselves a food critic these days, it also feels like many believe they should own a restaurant—when, in reality, not everyone can or should. With so many options available, customers need to sift through the noise and find a restaurant worth spending their hard-earned money on.

Nothing is worse, especially in this economy than going out to eat and being disappointed with the experience. No matter how beautiful a restaurant is or how extensive its menu may be, reviews are crucial for attracting customers. People are dining out less often these days, choosing to stay in and save money, so when they do go out, they want to ensure the restaurant they pick is worth it.

Double Edged Sword

In recent years, reviews have quickly become the new word of mouth, with individuals placing as much importance on them as they would on a recommendation from a close friend or family member. However, this also means that reviews can be a double-edged sword; just as they can encourage individuals to visit your restaurant, they can just as easily deter them from stepping foot on your premises.

One negative review can feel like a death sentence for a restaurant. As disheartening as it is to receive negative feedback—whether it’s justified or not—let's face it: some people just enjoy complaining. It’s essential for restaurateurs to have a strategy in place to handle any negative comments they may encounter.

When dealing with less-than-favorable reviews, there are key actions to take and mistakes that restaurant owners should avoid. First and foremost, it’s important to gain perspective on the situation. Restaurant owners should check with their staff to clarify what might have gone wrong and identify any internal issues that need to be addressed. For example, if the complaint concerns long wait times for food, it might be time to consider increasing kitchen and waiting staff.

Whatever the issue may be, it’s vital for establishments to express regret. The truth of the complaint is secondary; what matters most is acknowledging the customer’s disappointment and offering a sincere apology. Additionally, providing your contact information and inviting the customer to discuss their concerns privately can be an effective way to diffuse the situation and show that you genuinely care.

Final Thoughts

The fact of the matter is that reviews are here to stay, whether you like it or not. Therefore, it’s important to leverage their power instead of cowering in fear of becoming the next victim. Knowing that anyone can impact your business from behind a screen should motivate you to ensure your food and service are of the highest quality.

Moreover, how you handle negative feedback is just as important as receiving positive praise. Everyone is entitled to their own opinion, so instead of trying to persuade someone to change their viewpoint, empathize with their experience. Most of the time, consumers simply want to feel heard and to know that their feedback, whether positive or negative, is being taken into account.

Keep in mind that your responses aren’t just directed at the reviewer; they also reach everyone else who might come across those comments before deciding to dine at your restaurant. A thoughtful and sincere reply to negative feedback signals to both current and potential customers that you are dedicated to providing a fantastic dining experience for everyone.