Adina Brunetti. Reviews in the restaurant and hospitality business: What Your Customers Say About Yo
Perhaps the reviews in the restaurant business are one of the most popular and significant. The most honest comments are here. Let's see why?
The popularity of comments on the Internet is due to the fact that it is here that they will receive widespread publicity.
There are a lot of reviews in the catering sector, because users usually write them "in the heat of the heat", while everything is fresh and hot in their memory. They are usually very emotional and detailed.
Why negative? People want public apologies and compensation. And quality service, of course. After all, we usually pay a tidy sum and in return want to get decent service and delicious food.
It's no secret that most often users express exactly negative emotions. Good service and delicious food, logically, should be the norm, and not everyone will write praise. But an unfriendly hostess, a rude waiter, improper serving of dishes, unpalatable food in general, a wobbly table, a wrong count - all of this can be annoying and provoke a stream of negativity.
In an ideal world, you will never have complaints from customers. But if the indignation has appeared, you need to iron it out. It is important to keep your finger on the pulse and promptly follow all mentions and maintain a decent reputation on the Internet.
How To Deal With Negative Reviews In Social Media?
First, find the platforms where your establishment is most often discussed. This can be done manually or using special services.
If you are not there, be sure to register. As in any field, it is important to add your company to a large number of resources.
As practice shows, activity takes place on local forums. For example, in my city the "Lunch" section on a well-known website is very popular. That's where the truly repeat visitors and honest reviews come in. The place where the real "srach in the comments" flares up (forgive me for the non-literary vocabulary, but it is difficult to find a more precise definition). The regulars of the site know the old people by sight, who can be trusted and whose comments are real. And newcomers are perceived with hostility and questioned by the reviews.
Discounts, gifts, coupons will help to correct the situation in case of obvious jambs. You can calmly invite a dissatisfied client to the establishment again, demonstrating high-quality service. And a bonus to make a discount on the entire order or give a dessert. It will also be nice to receive a coupon for a certain amount.
Do not forget to write replies from official accounts, do not make stupid mistakes, undermining your trust.
Discounts, gifts, coupons will help to correct the situation in case of obvious jambs. You can calmly invite a dissatisfied client to the establishment again, demonstrating high-quality service. And a bonus to make a discount on the entire order or give a dessert. It will also be nice to receive a coupon for a certain amount.
Keep your brand and have your own style.
It is best to start working with a reputation in the restaurant business right away. There are a few bonuses here with the #rightmarketing. When you open a new place, many prying eyes always appear, everyone strives to be among the first and share the experience of visiting with friends. Offer all visitors a discount for a review on a specific site, thereby awakening activity among other customers. Here you will receive a tip in the piggy bank, and attract a client to a second visit in order to take advantage of the discount received.
The public's interest is also well fueled by creative actions. For example, a promotion in my city made a lot of noise, where restaurant visitors were offered a discount for a posted photo with a creative menu. Everyone was striving to find out: Where's the place? Why is everyone taking pictures and posting frames on social networks? Of course, this had a positive effect on brand awareness as well. Many specially came to the institution to take a funny photo.
If you realized and decided to monitor your reputation after some time, it will be more difficult. Firstly, carefully study what has already been written about you, and take all the shortcomings on a pencil - the flaws need to be corrected. Next, you need to show feedback. Apologize for all the mistakes, let your customers know that you are working on the quality of food / service. But do not ignore anyone, respond including positive reviews.
There is no smoke without fire. If customers complain and leave negative comments, then they are unhappy with something, and there really is a reason. Start by improving your service. And then it will take painstaking work to work with the reputation on the Internet.
If you find a lot of negativity about your business, in no case should you breed controversy, argue with guests, argue and prove who is right. Remember that other users will also see your correspondence. Such dialogues do not add credibility to you, but only ruin your reputation.
