It's no secret that online reviews are important for restaurants. A recent study by BrightLocal showed that 88% of consumers read online reviews before visiting a business, and 82% of consumers trust online reviews as much as personal recommendations. This is why it's so important for restaurants to respond to online reviews - both good and bad. In this blog post, we'll discuss some restaurant strategies for responding to online reviews.
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When it comes to responding to online reviews, timing is everything. Waiting too long to respond will make it seem as if you don't care about or value your customers' feedback. For customers with negative experiences, this will ultimately demotivate them from making another visit and result in negative word of mouth for your restaurant. The best approach is to aim for 24 hours or less. Responding quickly shows that you care about your customers and their experience at your restaurant. It also shows that you're paying attention to what people are saying about your business online.
Another important thing to keep in mind when responding to online reviews is to be personal. Generic, cookie-cutter responses will not only make you look bad, but they'll also make the reviewer feel like their feedback isn't valued. Take the time to read the review and craft a personalized response with potential steps to address their concerns and issues.
Finally, remember that it's not just about responding to the negative reviews. Positive reviews are just as important - if not more so. A recent study by Harvard Business School found that a single positive review can increase restaurant revenues by as much as $31,000 per year. So make sure you're taking the time to respond to those positive reviews too! Thank the customer for their kind words and let them know that you're happy they enjoyed their meal.
By following these strategies, you can ensure that your restaurant is responding to online reviews in the best way possible. Find out more about how Liven can help you cultivate your community of super-fans who attend more frequently, bring their friends and spend more.