Bad reviews are unavoidable for any restaurant, But you can turn the table! Once you have a strong grip, get a handle on how to handle bad restaurant reviews, you’ll be able to turn them into openings for development. The key is to see it as a prime opportunity to wisely react to the review and unravel the issues raised by the customer.
Why shouldn’t we ignore Negative reviews?
Unfortunately, we cannot overlook a Negative review until it goes away in reality, overlooking an unpleasant review can make things worse! Replying is your opportunity to get things right.
So here are some points to be kept in mind while writing an impactful response to a bad or a Negative review.
- Thank the reviewer by his/her name for their honest review: Begin your response on the proper foot with a personalized address, which can be as basic as welcoming the reviewer by their name. Make beyond any doubt you thank the reviewer not only for their honest review but for their support. They chose to eat at your restaurant and were let down by any number of components at your service.
- Apologize and sympathize: We all mess up sometimes! Once you apologize to the reviewer, you come off as humble and responsive to criticism rather than rude or wrathful.
- Take the responsibility: Clarify why the mistake or issue happened and what you’re doing to guarantee that the blunder isn’t repeated. Once you clarify why the issue won’t happen again, you’re conveying the reviewer that you take their feedback genuinely.
- Take the situation further Offline or Privately: Attempt to take the discussion offline. Give a mail address or other forms of contact data to empower a private conversation with the reviewer. Doing this communicates that you are open to feedback and are receptive. It moreover appears, you take the customer feedback genuinely and truly want to address the issue.
- Offer a solution or incentive and make sure you invite them back: Once you’ve tended to all of the above, it’s vital to welcome the client back to your restaurant so simply you can win back their trust. Oftentimes, usually taken after by a commercial gesture like a rebate or an incentive on their next visit.
Extra Tips for a better response to a negative review:
- Never respond to a Negative review when you feel angry, Remain calm and take a deep breath! Even the most awful restaurant review isn’t the conclusion of the world, so don’t panic.
- Do not take a long time to respond to a review.
- Take Negative reviews as positive criticism and learning space.
- Keep your tone polite and apologetic while responding.
Here’s You can choose a template for your response to a Negative review:
Hi {reviewer_name},
We are glad you chose (Restaurant name) for your dining.
Thank you for your honest review! and I am sorry, we didn’t live up to your measures and our standards. This was nowhere near our standards. We will definitely have a mentoring session with our staff and share your valuable feedback so that this isn’t repeated ever again.
Please mail me at (Your mail ID) as I would like to discuss the matter further in detail.
We would highly appreciate the opportunity to get things right and work toward winning back your trust.
(Your name)
(Designation at the restaurant)
(Restaurant name)
Hi (reviewer_name),
We apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that standard was not met in your interaction with our business. Please contact us at (Your mail ID) for a further detailed conversation on this issue.
Your happiness is our number one priority!
Hi (Reviewer name)
Am so sorry to hear about your bad experience with us, this was nowhere near our standards. Please mail us at (Your mail Id), we would like to serve you a discount coupon as a token of apology to you.
We would love to have you back in, on us.
Thanks, we hope to hear from you soon.
Hi (reviewer_name), you’re right.
You expected (result), you should have received that but that’s not what we delivered. If I were in your situation, I’d be pretty upset too.
I’m so sorry we missed the mark on this.
We should have caught this the first time but we didn’t. These mistakes have been hard (and expensive) lessons to learn. We’re using your feedback to (concise list of changes).
Can we make this up to you (at our expense)?
I’d like to do whatever I can to correct our mistakes and earn your forgiveness. What can we do to make this right?
Please reach me directly at:(Your mail Id)
(Manager name)
Hi (reviewer_name), you’re right.
You expected (result), you should have received that but that’s not what we delivered. If I were in your situation, I’d be pretty upset too.
I’m so sorry we missed the mark on this.
We should have caught this the first time but we didn’t. These mistakes have been hard (and expensive) lessons to learn. We’re using your feedback to (concise list of changes).
Can we make this up to you (at our expense)?
I’d like to do whatever I can to correct our mistakes and earn your forgiveness. What can we do to make this right?
Please reach me directly at:(Your mail Id)
(Manager name)
