Best Practices

Responding to Negative Social Media Reviews

Responding to harsh criticism of your restaurant has changed significantly with the rise of online review apps and sites like Yelp and Google. In the past, restaurateurs could address many disgruntled customers face-to-face, allowing immediate, personal interactions. Today, criticism often appears publicly online, requiring a more thoughtful and measured response, as restaurant social media amplifies customer feedback and shapes public perception.

Online reviews, including social media reviews, make it easier for customers to attack more aggressively and anonymously. When you do not have to confront the operator in person, it takes less courage to criticize their business on their social media feed. Here are some tips on handling negative social media reviews, which can be transformed into opportunities to improve operations and regain the loyalty of dissatisfied customers.

Responding privately to negative social media reviews, rather than publicly to all users online, is the best and safest way to go. Do not get into a battle with customers online. There is nothing to be gained by taking anything they post personally. On the other hand, send a public message for positive reviews, but not for negative reviews. When sending a private message to the user introduce yourself, thank the customer for posting the review, and apologize. Many operators choose at that point to invite the guest back into the restaurant for a second chance. Usually, that means a complimentary meal, or at the very least a strong discount.

Your most unhappy customers are your greatest source of learning.
– Bill Gates

Note that responding with anything other than a complimentary meal only risks causing more animosity. One bad social media review is not going to destroy your business. Consider the couple that had come in for Valentine's Day and had a poor experience because the restaurant was overbooked that night. The operator apologized privately and offered to “redo” their Valentine’s Day at no charge. The guest changed their review to five stars and became regular customers.

If there was a mistake at the restaurant, take care of it. A guest complained that the restaurant skimped on the cheese on his pizza. The owner brought the complaint to the staff and reminded them about the recipe, including the amount and quality of cheese to put on each large pizza. The owner also randomly weighed the cheese on pizza orders to ensure the kitchen was not veering from the recipe. The guest’s complaint provided an opportunity to assess whether the staff was closely following their recipes. The kitchen crew was adhering to the recipe. Nevertheless, the owner did not argue with the guest but invited him back to the restaurant. Days later the reviewer changed his comments to something more positive.

Use these resources from RestaurantOwner.com for more strategies on effectively managing restaurant social media and handling negative social media reviews:

The tangible parts of the guest experience include food and beverage, atmosphere, cleanliness and timing. To be exceptional here requires excellence based on possessing the skills and competence to do quality work.

Use these resources from RestaurantOwner.com for more strategies on effectively managing restaurant social media and handling negative social media reviews:

How to Handle Mistakes and Complaints: Explore the importance of addressing guest complaints promptly and effectively. We highlight how resolving issues quickly not only improves the guest experience but also provides insights into areas needing improvement within the restaurant.

LAST for Managers: This article introduces the L.A.S.T. (Listen, Apologize, Solve, Thank) method as a framework for managers to empower their teams in handling customer complaints.

Turning Disappointed Diners into Loyal Guests:Strategies for converting dissatisfied customers into loyal patrons. We underscore the value of viewing complaints as opportunities for improvement and emphasize the need for a structured approach to service recovery.

Have a profitable week!

The RestaurantOwner.com Team