Harnessing The Power Of Your Reviews

You’re skimming through customer reviews, and there it is—a glaring one-star review. Your heart drops, your hands get clammy, and you think about calling a friend for support.

But what if that dreaded review is actually a hidden asset?

Let’s face it, customer complaints aren’t fun. They’re out there for all to see, and they can feel like a direct hit to your hard work. Yet, these complaints can also be gold mines of insight.

Why? Because they represent honest, unfiltered feedback directly from your diners. Better than a secret shopper. At least the ones that ring with truth.

Consider this—how much would you invest for such candid insights into your restaurant’s service or menu? Well, your customers are offering it to you for free.

Here’s how to convert these complaints into a recipe for success:

1. Set Up a Robust Listening System

You can’t address what you don’t know. Establish a comprehensive system to capture customer feedback:

• Use social listening tools to keep track of mentions.
• Set up Google Alerts for your restaurant’s name.
• Implement feedback systems on your website and in your physical space.
• Train your staff to recognize and report complaints efficiently.

Pro Tip: Keep an eye on competitors’ feedback too. Their dissatisfied customers might be your next guests.

2. Understand the Underlying Issues

Complaints often point to deeper problems. Train your team to look beyond the surface:

• Do an in-depth analysis of the issue if warranted. Make sure you document it.
• Use AI or software to sentiment analysis to measure the emotional tone of feedback.
• Develop customer avatars for different types of diners to better grasp their experiences.

Remember, a disappointed customer isn’t just upset about a dish; they’re frustrated because they expected a delightful meal, and it missed the mark.

3. Respond Quickly

How you reply can transform a critic into a loyal customer:

• Answer both negative and positive reviews quickly. Negative don’t let go more than 48 hours to protect your reputation and new customer acquisition.
• Personalize your replies. Address them by name and reference specifics from their review. Don’t use AI for answering reviews, it’s best to be real.
• Take complex issues offline. Offer to discuss further via phone or email.
• If it’s a serious issue, reach out to the person through their profile.

4. Listen to Your Customer’s Feedback for Improvement

Turn complaints into a catalyst for growth:

1. Categorize feedback to identify recurring issues.
2. Prioritize based on impact and frequency.
3. Collaborate with your team to brainstorm solutions.
4. Implement changes promptly and test their effectiveness.
5. Look for trends in your reviews. Both good and bad.

5. Leverage 5 Star Reviews Across Your Online Presence

Transform those reviews into compelling stories:

• Develop content that highlights how customer feedback prompted positive changes.
• Invite former critics to revisit and review your improved offerings.
• Use before-and-after testimonials in your marketing.
• Use your reviews as feedback on specific menu items and put “customer favorite” as seen on Google.

6. A Complete Review System

Establishing a system creates a powerful cycle:

1. Monitor All Reviews over your Top 3 review sites.
2. Respond to both positive and negative reviews.
3. Respond quickly.
4. Market your best reviews.
5. Use your reviews as feedback and secret shopper reports.

A good review systems will not only enhance your dishes and service, but also build trust, showcasing your commitment to continuous improvement.

Constant feedback keeps you agile. It’s not about eradicating every complaint—it’s about crafting a system that transforms complaints into catalysts for growth.

Are you ready to stop sticking your head in the sand when it comes to online reviews and using them to develop strong relationships with your customers?

And leveraging them to get new customers for your restaurant?

Free Resource

Head on over to our website and see what your online review scorecard grade is for your restaurant.

It will tell you where you stand in your local market based on your competitors and what key words are trending from your customers.

Its FREE. While you’re there. you might want to check out how your competitors rank and if you want to get this entire Review System Done For You so you don’t have to worry about it.