I remember when the only reviews restaurants had to worry about came from a local food critic. Even if you knew them, they were not taken too seriously.
With critics watching your restaurant, technology and social media, have become essential in responding to customers compliments. Being able to respond to concerns, is something every restaurant needs to do.
As restaurant operators, acknowledging your customers needs and their concerns shows, you care. If you do respond, it also increases their chance of returning again.
Monitoring your operational cost in all likely hood gives the operator a better chance of success
Monitoring social media on all the latest, like facebook, twitter, and many more, keeps you engaged. Using social media to prevent unnecessary issues is another good way of keeping raving reviews,
Don’t Take it Personal
Remember the business is all about personal taste and that means that everyone is a critic. When you have two customers eating the same steak, and each steak cooked to perfection. One say it’s the best they have ever had, and the customer says the opposite. What can you say?
What we need to understand, always show that you care and make every effort to please.
If you receive negative reviews on social media, don’t despair. Take the criticisms with a grain of salt and see what you can do to improve on and see what is worth changing. Then let them know that things are improving.
One word to the wise try, wait at least a day before responding to negative reviews. It will give you time to think about what they said and plan what you’re going to say.
The best thing to do as a restaurateur with a customer that has complained. Always be diplomatic and welcome each of your customers no matter what the criticism is the same.
Cook with passion and trust that people will get it.