A bad review? Here's how to handle it!

"Oh no, I have a bad review on my hands!" No, it's not pleasant when your customers are not entirely satisfied. But don't worry because it doesn't necessarily mean you have to close shop; quite the opposite! With a good response, everyone will quickly forget the criticism.

Tip 1: Don't remove anything

It's tempting to just remove a bad review because if there are no negative comments, you won't have to worry about anything. However, if the customer sees that their review has been deleted, they won't feel taken seriously at all, and there's a good chance they will express their dissatisfaction elsewhere. This will only increase negative publicity. Moreover, if you only receive glowing reviews, you won't seem very credible. Everyone makes mistakes, including you.

Tip 2: Don't wait too long

The golden rule when it comes to reviews: respond to every message, preferably within twenty-four hours. This way, the memory is still fresh, and you show that you care about your customers.

Tip 3: Show appreciation for the opinions

Customers take the time to leave their feedback. The least you can do is thank them briefly for it. It's not easy when it's a bad review, especially if it's unjustified. But a simple "thank you" reflects positively on you and ensures that the customer doesn't leave with a bitter feeling.

Tip 4: Present your best arguments

It sounds paradoxical, but a bad review doesn't necessarily have to be negative. How so? With the right response, you can actually leave a very positive impression on everyone who reads your reply. So, before you start typing away on the keyboard, take a deep breath and let go of any frustration. Think about what exactly might have happened or consult your staff. Only then can you respond appropriately. Perhaps your customers had to wait a little longer that evening due to a power outage? Just explain it briefly. Another tip: provide a plan of action for the future right away to show that it hasn't left you indifferent.

Tip 5: Be thorough

If a customer takes the time to describe the entire evening, from the service and friendliness to the food and drinks, make sure you formulate a response to each point of criticism. This is good for the writer but also for everyone reading the reviews. For example, if a customer writes that they're disappointed that there's no vegetarian spaghetti on the menu, you can say that you're considering their suggestion and that they (and everyone else reading) should keep an eye on social media.

Tip 6: Be open to improvements

Admittedly, there is sometimes some truth in bad reviews. Dare to admit that things could be better and show that you're not afraid of improvement. Customers appreciate that!

Tip 7: Make it a bit more personal

No one likes to feel like just a number, the umpteenth customer bringing in money. Try to formulate the most personal response possible. Address your customer by their first name and try to find out what they ordered. The stew sauce may have been disappointing, but if there's no mention of the house burger, maybe that was a hit? The feeling of being heard and seen is invaluable!