What do guests want?
To be heard. Simple, isn’t it?
While it can seem overwhelming, all it takes is a simple, well-crafted response to make your guests feel heard and valued. Here are a few tips that will help aid you in the building, and responding to, the next online review you see on your restaurant.
1- Encourage Guests to Leave Feedback
What’s the point of a social media profile if it has nothing to show for itself? You can make the most of social media by having a listing of strong, positive online reviews. To do that, there is no harm in asking your loyal regulars to pop in and drop a review.
Pro Tip: You’ll want to focus on the 5 factors of reputation management when thinking about social media engagement (Volume, Velocity, Sentiment, Recency, and Keywords).
2- Respond To Online Reviews
Whether the review is positive or negative, it’s important to respond positively. This shows guests you genuinely care about their business and your restaurant.
Pro Tip: Responding to a negative review positively will go a long way in enhancing the experience of the guest. You can choose to respond publicly or privately, but as long as you are diplomatic about it. Read more about how to respond to negative reviews.
3- Use Your Reviews Everywhere
The possibilities are infinite for what you can do with reviews. Take advantage of the positive ones and put them on your website, for example.
Pro Tip: Leverage all of your social media networks. Re-post your Yelp reviews on your Facebook page to call attention to them and your Yelp profile. This may also encourage loyal regulars to go check out your Yelp listing and leave a review of their own.