How to deal with bad reviews

Oct 23 / Karen
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In a world where everyone's a critic and online review platforms are our modern-day town squares, bad restaurant and bar reviews can feel like a punch to the gut. But chin up, fellow restaurateurs and mixologists! There's an art to responding to those less-than-stellar critiques, and it's about turning lemons into that perfectly crafted lemonade that's going to get your business buzzing with positive vibes. Let's dive into the nitty-gritty of how to respond to bad reviews while keeping your cool.

1. The Chill Pill Approach

Let's talk about Yelp. It's like the Yelp commandments - Thou shalt not engage in online battles. Yelp advises business owners to respond professionally and courteously. If someone claims your fries are the worst, consider replying with something like, "We're sorry you didn't enjoy our fries. We value your feedback and are constantly working to improve."

  • Example: Yelp

Let's talk about Yelp. It's like the Yelp commandments - Thou shalt not engage in online battles. Yelp advises business owners to respond professionally and courteously. If someone claims your fries are the worst, consider replying with something like, "We're sorry you didn't enjoy our fries. We value your feedback and are constantly working to improve."

2. Listen and Learn

Bad reviews can sometimes be a goldmine of information for your business improvement. While a critic may not always be right, they often shed light on areas that need attention. Listen, learn, and adjust accordingly.

  • Example: TripAdvisor

TripAdvisor encourages businesses to acknowledge customer feedback. If someone says your burger is too dry, maybe there's a lesson to be learned about your cooking time. Acknowledging the issue and expressing a commitment to making improvements can win over potential customers.

3. Apologize with Sincerity

If a customer has had a bad experience, an apology can go a long way. Your sincerity in apologizing can turn an unhappy customer into a loyal one.

  • Example: Google Reviews

Google suggests that a polite apology can show your commitment to customer service. For instance, if someone had a subpar dining experience at your establishment, you could say, "We're truly sorry that your visit didn't meet your expectations. We'll take your feedback seriously and work on delivering a better experience."

4. Take It Offline

Sometimes, bad reviews can escalate into lengthy back-and-forths that do more harm than good. When you sense a situation going south, it might be best to take the conversation offline.

  • Example: OpenTable

OpenTable advises businesses to respond publicly to acknowledge the review, but then quickly move the conversation to private channels. Offer to discuss the matter further via email or a phone call to address the issue in a more personal manner.

5. Highlight the Positives

Amidst the criticism, there's often some praise too. Don't forget to shine a light on the positive aspects mentioned in the review.

  • Example: Zomato

Zomato recommends appreciating the positive elements while addressing the negatives. For instance, if someone loved your cocktails but had an issue with the service, you can reply with, "We're thrilled to hear you enjoyed our cocktails. We're sorry about the service hiccup and are taking steps to ensure it doesn't happen again."
In the wild world of online reviews, bad ones are bound to happen. But how you handle them can be the difference between a fleeting frustration and a lasting positive impression. Remember, the internet is forever, so choose your words wisely and always be in the business of making every customer experience better than the last. Happy responding!