Diners today have no shortage of opinions—and no shortage of places to share them.
With a multitude of online destinations that house feedback, from Google to social media, those opinions have influence. In fact, 97% of customers read online reviews before coming into any business, with almost half of those interviewed only trusting businesses with four stars or better, according to a 2019 survey by BrightLocal. Restaurants should see this as an opportunity to stay on top of their own online reputation and take action to improve if necessary.
So, how can operators with thousands of diners proactively combat the impact of negative ratings and reviews? Plus, when it comes to positive feedback, how can restaurants engage further with those guests and turn them into regulars?
It starts with listening—to all channels. Whether it’s one of 93 million reviews left on OpenTable, survey feedback, or even a compliment to the chef, diners crave feeling heard. Ultimately, when guests leave reviews and comments, restaurants have an opportunity to improve their business, excel at customer service, and build personal connections.
We know it’s hard to manage it all, so we’ve put together five actionable tips on using cross-channel reviews to create and maintain the online reputation you want.
Ready to take control of your restaurant’s reputation? Get top tips here.