If you’ve ever looked at reviews before deciding to eat somewhere new, then you know how important reviews can be for your restaurant’s success.
But how do you actually deal with those reviews, especially when they start piling up?
Simple: restaurant review management!
In this blog, we’ll guide you through the process of restaurant review management, from what it is and why it matters, to how you can respond to all kinds of reviews. We’ve also got a free response template to make the whole process even easier!
Let’s dive in.
Restaurant Review Management: What It Is and Why It Matters
Restaurant review management is exactly what it sounds like: actively managing and responding to your restaurant’s reviews on platforms like Google and Yelp, as well as social media channels.
Now, why does restaurant review management actually matter? Well, there are a few reasons.
- It shows guests you care — Taking the time to respond to your reviews (and doing it meaningfully) signals to your guests that you care about them and the experiences they have at your restaurant. It also shows that you’re willing to take feedback objectively and use it to grow and improve. Nothing bad comes out of that!
- It attracts new (and returning) diners — Your response to a review can be the difference between them trying your restaurant again and them never coming back. Plus, if someone new is browsing through your reviews, the way you respond (especially to the negative ones) can encourage them to visit.
- It improves your online search ranking — Staying on top of your restaurant’s reviews can actually boost your search ranking because it gives credibility to your business. For example, Google reviews can boost your restaurant’s prominence, and prominence is good for Google Business profile visibility (and local SEO).
How To Strategically Manage Different Types Of Restaurant Reviews
Now that you understand what restaurant review management is, it’s time to explore the “management” part. Here’s how to strategically manage the three different types of restaurant reviews you’ll run into.
The Negative Review
The best way to manage negative restaurant reviews is with the “take it offline” approach.
Instead of responding to a negative review with explanations or justifications, simply thank the person for their review and offer your phone number or email to continue the conversation.
That way, you can directly address their concerns in a real conversation, rather than stuffing all of your thoughts into a single review response. That also gives the reviewer a chance to share their thoughts with someone who can actually make the changes they want to see.
Remember: the goal of responding to a negative review isn’t to convince the person they’re wrong. It’s to show other people reading your restaurant’s reviews that you’re professional, open to feedback, and committed to providing the best service you can.
The Positive Review
The best way to manage positive reviews is to see them as the opportunities they are.
Sometimes you might get a positive review that’s so kind and straightforward, it doesn’t seem like it needs a response. After all, is there really anything to say besides “thank you”?
In reality, positive reviews are a huge opportunity for your restaurant’s local SEO. Responding to kind reviews shows Google and AI platforms that your business is active, relevant, and real, increasing your online visibility and getting your restaurant in front of new, prospective visitors.
Positive reviews are also great marketing tools for your restaurant. You can showcase your proudest reviews on your social media accounts, your website, your menu… basically anywhere that people might be interested in seeing that you’re a five-star restaurant.
The “Meh” Review
The best way to manage middle-of-the-road reviews takes a little more strategy.
It’s not as simple as a positive review, because your response has to go beyond gratitude, and not as complex as a negative review, because you don’t necessarily need to take things offline.
The best way to tackle a “meh” review is to cover all your bases. Show your appreciation for the positive, while responding to the negative with kindness and an open mind. Don’t be afraid to invite them back for a second try (and a free coupon while you’re at it will never hurt).
It’s important to recognize that the people who leave “meh” reviews are on the fence, so the way you respond can encourage them to give you a second chance — or can turn them off forever.
3 Tips to Manage Your Restaurant Reviews
So, you’re ready to start responding to reviews more seriously. But how do you get started?
Here are three tips to make the restaurant review management process simple and stress-free.
1. Set a schedule and stick to it
Once a week (or every couple of days), schedule in restaurant review management time. Sitting down and responding to reviews regularly can make things feel more manageable, especially if you have to navigate any negative ones. Plus, it’s harder to forget something when it’s got a spot in your calendar!
2. Use templates or AI to speed things up
If you’re not confident in writing responses, or if you just want to speed up the restaurant review management process, you’ve got options! Try a review template (like ours!) or use AI tools to create first drafts of your responses. Then, customize them based on the specific review and your restaurant’s voice/personality.
3. Share feedback from reviews with your team
Reviews shouldn’t just fade into the background once you respond. Sharing both positive and negative reviews with your restaurant’s team is important, so they know what’s working well and what needs improvement from a guest’s perspective. Knowledge is power, so don’t let knowledge from your reviews go to waste!
Review Response Template
If you need a little support with restaurant review management, Craver’s Review Response Template is just what you need.
Our pre-written, customizable responses make it easy to respond to any kind of review, from the very good to the very bad, and everything in between.
All you have to do is copy the response you like, adjust the customizable fields to match up with your restaurant’s details (and the review’s details), and you’re ready to go.
FAQs
You can encourage more customers to leave reviews by rewarding customers as a thank you, setting up in-app nudges for reviews, and sending review requests through email or SMS.
Which review platforms matter most for restaurants?
Your Google Business Profile is one of the most important platforms for restaurant reviews because of how it impacts search visibility. However, other platforms like Yelp, Tripadvisor, Trustpilot, and social media platforms matter, too!
