Mastering the art of customer reviews

Customer reviews in process using a finger on a laptop

Do the words “new customer reviews” send shivers down your spine? They shouldn’t! Opening yourself up to the vulnerability of feedback isn’t exclusive to therapy, so it is time to start planning for success and cultivating more reviews for your restaurant.

On average, customer reviews help legitimize your business and provide an 18% increase in sales. A whopping 97% of customers said reviews factor into their buying decisions, and 92% hesitate to make a purchase when there are no customer reviews.

To encourage more restaurant reviews, follow these three tips guaranteed to generate more positive feedback.

Make yourself accessible

Woman on phone in restaurant leaving customer reviews

The proliferation of Google, Yelp, and Facebook reviews during the pandemic has made it clear — businesses need to be on these sites/apps. Not just one, but all of them. People want to know you are a legitimate place of business and the best way to ensure that is to create and claim these business pages!

Setting yourself up for the opportunity to succeed is far more important than hiding from potential embarrassment. If you believe in your business, this is your chance to push that bird out of its nest and let it fly.

Ensure even greater accessibility by making it easy for your guests to share your dishes online. Attractive dinnerware and plating can turn an okay dish into something worth sharing. Aesthetics are essential here as well. Consider showcasing a unique piece of art, a neon sign, or a chalkboard stand with some fun puns, as customers are always looking for another reason to share a picture and chase that social media dopamine.

The importance of the ask

Man and woman giving "thumbs up" in restaurant

Let’s get this out of the way first — it is illegal to email customers with the purpose of asking for a review. However, a restaurant owner can and should include a review link as part of their Order Confirmation or Thank You email communications.

The safest way for a restaurant to quickly gain reviews would be to add a “How was your experience?” link in your confirmation email. For in-person orders, add some version of “Review us to make us better,” and  add social media icons to paper receipts.

Additionally, you can put QR codes on your menus, bathrooms, doors, and more to direct customers to your social media accounts. Fans of print have another option as well with QR codes on business cards you can drop in to-go bags with leftovers or carryout.

Don’t forget to respond

Man in blue shirt using a laptop to give a customer review

Once you receive a review, it’s time to respond. Customers will note your responsiveness and receptiveness to feedback regardless of their rating, so always respond to new reviews within 24 hours.

We get it — you’re in the foodservice industry, not public relations. You have food to prepare and a business to run; nevertheless, it doesn’t take much time or effort to send canned responses to positive, neutral, or negative reviews. Here are a few examples:

Positive: Thank you for your review! We are thrilled that you enjoyed your time at (restaurant name). We look forward to seeing you again.

Neutral: Thank you for your review. We are happy you spent time with us, and we look forward to improving our menu, staff, and operations to create an even better dining experience in the future.

Negative: We are sorry you didn’t enjoy your time at (restaurant name). While every review is subjective, we understand that every restaurant has faults. We will take what you said to heart, and we appreciate you for sharing your insight to improve our business.

Fancy yourself a customer service guru? Then reviews are your opportunity to show off your skills and add a personal touch to every message!

How well you set yourself up for review success can be a critical difference-maker for your bottom line. According to a new study, a 0.1% increase in star ratings increases conversions by 25%. Can you afford to leave ratings on the table? Go out there and get those reviews with everything you need to make your restaurant its best at www.etundra.com.  

About Nik Heimach

Nik is the sr. copywriter at TundraFMP. He specializes in narrative branding and creating the meaning behind a message. Between writing and delightfully raging against the dying of the light, Nik loves obscure movie quotes, Shrek, piña coladas and getting caught in the rain.

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