MYTH: You don’t have the time.
FACT: You can incorporate review management into your day-to-day in bite-sized pieces.
Guests are actively researching and reading up about your restaurant before they evening walk in the doorway. Reviews play a major function in the excerpt action and you can ’ t afford not to engage. The key to review management is setting up an efficient protocol and sticking to it. I recommend designating a coach to own learn, responding, and sharing feedback from the reviews on the channels that impact your restaurant the most. They should spend about 20 minutes every other day to scan the review sites and reply to your guests. Issues should be addressed within 48 hours, so it ’ second authoritative to work revue management into your daily. Take relevant information with you to pre-shift, share actionable feedback, and give praise when it is due.
Reading: How to Handle Restaurant Reviews
MYTH: You should only reply to negative reviews.
FACT: You should reply to every review (with a clear head and a full stomach!).
Replying to all your reviews shows your guests that you ’ ra listen. It builds loyalty and strengthens the connection between you and your brand voice. Your response shows dedication to the node have and admiration for their business and time. For negative reviews, replying is an opportunity for convalescence and winning back new guests .
Set up basic templates that address both positive and negative feedback adenine well as common questions. Use these only as a start point, since each review should be personalized and tailored to the remark. Always read the review in its entirety before responding and use the guest ’ south feedback to inform your reply. Guests can spot a copy-and-paste job a mile away .
To personalize your answer, address the commentator by diagnose and respond to any specific feedback mentioned in their review. I suggest doing this on a wide stomach — a hangry coach seeing criticism through a dazed lens is not the best for interacting with guests online .
here are some examples to get you started :
“ We ’ re therefore happy to hear you enjoyed your fourth dimension with us, wisecrack ! Thank you for coming in and taking the fourth dimension to share your feel. Hope to welcome you in again soon ! ”
“ Thanks for sharing, Jeremy ! We appreciate honest feedback and it can decidedly get crowded by the stripe on the weekend. Being a humble restaurant, we do our best to make certain everyone is comfortable and will be more conscious going ahead. Glad to hear your waiter gave great recommendations and you enjoyed the entrees ! “
Read more: The Power of Putting People First
All review sites are created equal.
FACT: Certain review sites will resonate more with your clientele and deserve the bulk of your attention.
When going through reviews from unlike platforms, consider the source. There are so many channels for guests to leave reviews ; Google, TripAdvisor, Yelp, Facebook and tied personal social media accounts. It can be a distribute to sift through. As you develop your review management protocol, analyze each platform and take note of the total number of reviews and their sources. The popularity of different platforms can ebb and flow along with the rest of the social media landscape, so keeping an eye on the trends can help prevent you from missing out on significant feedback .
Each locate has its general demographic. TripAdvisor is democratic with tourists, particularly internationally, so if you ’ re in a major city with lots of visitors from overseas, make certain to add TripAdvisor to your list. Facebook tends to skew towards an older clientele, while Instagram is the platform favored by younger diners .
For Instagram, make certain to turn on your @ mention notifications. This way, you ’ ll be alerted when person posts about your restaurant and tag you in their photograph or gloss. This is a great opportunity to establish a personal association with your guest .
If your restaurant uses Resy, the entirely people who can submit a revue are those that have dined at your restaurant, so you won ’ thymine see random postings from on-line trolls. Resy feedback is emailed to you every dawn alternatively of being posted on the internet for all to see. There are enough places online for guests to share their thoughts, and Resy doesn ’ metric ton want to add to the noise. If you opt-in to Resy Surveys, you can get all of your ratings in one target in the splashboard .
Soliciting guest reviews is tacky.
FACT: Your most captive audience are the guests in your restaurant.
Asking for guest feedback is one of the best market opportunities, specially when your diners are still in the restaurant. That said, it ’ mho significant to create an environment where your guests feel comfortable sharing their thoughts in the moment, rather than waiting to post it days or even weeks later .
Being proactive about feedback rather than reactive much lends itself to more particular and utilitarian information. Train your team to check in with the node sporadically throughout the meal, like when they are waiting for dessert or coating check. You can besides add a little note to the penetrate of your receipts that encourages guests to complete your Resy survey or to reach out via social media to share feedback .
tied in the smoothest service, sometimes asking guests to give a reappraisal can feel uncomfortable or gimmicky. Resy takes any awkwardness out of it and does this on your behalf with guest review software. It is identical exchangeable to a classical remark wag : A few hours after their reservation is complete, guests are sent an e-mail asking them to share their experience by awarding 1-5 stars and leaving a gossip. On the backend, you can see precisely what meter the party was seated, its board number, its waiter ’ s name, and more. As I mentioned earlier, you ’ ll get their feedback the future dawn in your e-mail, ready for your thoughtful and individualized replies !
Resy Pro Tips:
- Check your ego at the door
- Visit your restaurant’s page on all the review sites and choose the ones that resonate with your restaurant
- Determine an online review procedure and stick to it, work review management into your day to day
- Designate one manager or trusted employee to manage reading, replying and sharing feedback from the review
- Create templates but never copy + paste
- Eat lunch first