Lowering brand trust: When customers aren’t confident in a business, they rarely spend their money there.If you gain a reputation for poor customer service, it can severely limit your revenue potential. The last thing you want is your business to become synonymous with a poor review. Damaging your reputation: Restaurant reviews are like the modern day word of mouth.Driving away potential customers: Reading a negative review might dissuade a customer from dining in or ordering takeout or delivery from your restaurant.If diners are constantly reading negative feedback about your restaurant, it could hurt your business by:

More than three quarters of diners consider reviews to be either important or very important in their decision to buy from a food or drink business.įor this reason, bad restaurant reviews need to be taken seriously. In other words, online reviews are becoming increasingly important to consumers - especially in the restaurant industry. In 2021, 77% of them did so ‘always’ or ‘regularly’ compared to just 60% of respondents in 2020. In fact, more diners are doing so than ever before.Īccording to a BrightLocal survey, 98% of consumers read online reviews when browsing for local businesses. The first thing you need to know about online restaurant reviews is that diners are constantly reading them. How a customer review impacts your restaurant In this guide, we’ll explain why restaurant reviews are so important, whether or not you should respond to them and how you can flip negative feedback into a positive customer experience. So, instead of ignoring your critics, let’s talk about leaning into them. That’s a tough pill to swallow for any restaurant owner, but what’s important to remember is that each and every positive or negative review is also an opportunity to improve. Whether you’re a Michelin starred restaurant or a brand new business, bad restaurant reviews are inevitable. But here’s the thing: When you work in the restaurant industry, negative feedback comes with the territory. The art of taking criticism isn’t an easy one to master.

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