As Adam Leff (founder of Merchant Centric) explains in his recent article for QSR magazine (2022), online reviews are an increasingly important factor in a restaurant’s success. While positive reviews can drive business and boost reputation, negative reviews can be damaging if not handled properly.
Leff (2022) offers several tips for responding to negative reviews, including acknowledging the customer’s experience, apologizing for any issues, and offering a solution or compensation if appropriate. He also stresses the importance of responding on time and avoiding generic or defensive responses.
He also recommends using negative reviews as an opportunity to learn and improve rather than simply dismissing them. By taking customer feedback seriously and making meaningful changes based on their concerns, restaurants can improve their online reputation and enhance the overall guest experience.
Overall, Leff’s (2022) article offers valuable insights and actionable advice for responding to negative reviews in a way that can turn a potential PR crisis into an opportunity for growth and improvement. As online reviews play an increasingly important role in the restaurant industry, following these recommendations can help restaurants build a strong online reputation and maintain customer loyalty.
Merchant Centric specializes in serving restaurant brands, automotive, and health/medical/veterinary service industries. The businesses we serve are better connected with their guests and clients. They can identify key trends for where to take action to drive satisfaction and sales. Learn more or schedule a demo today.
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References: Leff, A. (2022, December 2). How to Respond to Those Dreaded Restaurant Reviews. QSR Magazine.
Retrieved from https://www.qsrmagazine.com/outside-insights/how-respond-those-dreaded-restaurant-reviews
