How to respond to a one-star review?
Frequently Asked Questions (FAQ)
Negative reviews can be frustrating, especially when the critic’s unfavorable opinion is not reasonable. Here is how to respond to bad restaurant reviews.
- Act fast: Reviews are just a normal part of the restaurant business. You need to put a system in place that quickly responds to all reviews.
- Remove the emotion: Do not get angry or frustrated with the reviewer. If you feel your emotions are getting out of control, take a pause. Once you’ve had the chance to calm down, come back and respond to the review.
- Say thank you: Start the by thanking the reviewer for the feedback. This information is valuable to help you improve your restaurant. Start with something like: “Thank you for brining (customer problem or issue) to our attention.” or “thank you so much for your review.”
- Identify and acknowledge the problem: Talk about the problem or issue in your response. If they don’t give you enough detail, ask “Can you please give us more details about your experience?”
- Apologize: “We are sorry to hear about your experience at our restaurant and we would love to make things right.”
- Move the discission offline: Move the discussion to email or a phone call. Leave a phone number or an email where the customer can reach you. DO NOT let the interaction become a long, drawn-out war between you and the reviewer.