Food review websites play an integral role in how businesses reach all kinds of people. In today’s culture, consumers will look to what others say about an establishment before giving it their business. That is no truer than when it comes to restaurants, bakeries, and other foodservice establishments.
Review sites like Yelp can be a learning experience. When a customer gives a bad review or rating, it is an opportunity for a business to see what it can improve upon and ultimately create a better atmosphere.
“We maintain a 5-star rating on Yelp. A lot of training goes into the unique way we do everything,” says award-winning pastry chef Nathaniel Reid of Nathaniel Reid Bakery in St. Louis. “I believe that everybody’s comment (on social media) is an opportunity. We are able to achieve what we do with a great team.”
To help assist you, the U.S. Small Business Administration shares tips for how to minimize the damage from a negative review.
Ignoring a problem doesn’t make it go away. In fact, a customer with a negative review will likely appreciate that you took the time to respond to their complaints. It’s an opportunity to show that you learn from your mistakes and it can ultimately create goodwill with the customer.
It can be tempting to defend your business, especially when you disagree with a complaint. However, it is a good practice to be kind and avoid getting personal.
Thank The Reviewer
Again, bad reviews or ratings are an opportunity to learn, so it’s best to be professional in your response and thank the reviewer for taking the time to highlight your business’ issues.
Show that you take reviews seriously by proving that you’re working to resolve the issue. Address the customer's specific issue and let them know you care.