How to deal with customer reviews online: good, bad, and everything in between
HOW SHOULD RESTAURANT OWNERS DEAL WITH CUSTOMER REVIEWS ONLINE?
Reviews are one of the best things about having an online presence, and can sometimes be one of the most challenging. Customers can rave about your business, which will help you bring people in, or they can share negative comments.
#1 Always reply
No matter the feedback you receive, replying is always a good idea. If people give you a glowing review, simply thank them and say you hope to see them soon.
#2 Avoid arguing
The tricky part is handling negative reviews. You absolutely need to reply, but be careful – things can escalate quickly online. Never argue or try to defend your business, even if people are being unreasonable.
#3 Take the conversation offline
Instead, say something like: we are very sorry you feel this way, please contact us directly so we can learn more about your experience. Give an email address or a phone number so you can discuss the issue in private.
Doing this prevents full-on arguments and shows that you care about your customer’s experience. At the end of the day, that’s all that matters.
