Life goes 1 of 2 ways, people either hate you or they love you.
That goes for just about anything and especially your restaurant. It is inevitable
you will receive negative reviews and to the very few of you who don’t… bravo!
Your restaurant is important, treat it like you’d treat your personal ego, it
may even be your whole ego and there is nothing wrong with that. So what do you
do when someone attacks your ego?
Fight back, but kill them with kindness. The way you respond to
the negativity thrown your way shows even more about you than the actual
negative review. If you are claimed to have horrible wait service, grimy food,
a dirty workplace, wrong orders, long waits and any other negative comment you
can imagine… kill them with kindness. Even though you are responding to this
specific review EVERYONE can see your response and even if they didn’t you
should be taking your constructive criticism seriously especially if you’re
seeing it more than once!
Some good examples would be about wrong orders and poorly
tasting food, your responses should go something along the lines of…
“We are sorry your experience was not up to par, we hope that you come back to give us another chance to make it up to you! We appreciate your criticism and keep everything in mind for the future”
Try and make these posts as personal as possible, customers want
to know that you are actually reading their complaints and if you show the
compassion they will come back for a second chance.
As much as we want to say ‘Don’t worry about the haters’ the
haters are your creators! They definitely matter in the review world and you
need to show them the compassion they long for. While you’re reaching all these
‘Negative Nancy’s’ you’re also reaching an even bigger audience that sees the
professional and caring way you’ve responded to them.
Here at Ordereze we take your reputation very seriously, check
out our new platforms and how we can help you with your negative reviews!
Written By: Cody Schantz
Written By: Cody Schantz
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