Best Practices for Replying to Reviews
November 10, 2017
More than half of 18- to 34-year-olds take online reviews into consideration when making a dining decision. And on Grubhub, diners who read reviews are 1.5 times more likely to order than those who haven’t.
Ready to increase the number of customers ordering from your restaurant? Use these best practices to encourage positive reviews and reduce the impact of negative online comments.
- Be prompt. More than 80% of consumers believe getting their issue resolved quickly is the most important part of a great customer service experience. Grubhub enables you to respond to reviews within 7 days after a customer reviews your restaurant.
- Use proper grammar and spelling. Avoid offensive words and cap locks to ensure the diner understands your response and walks away with a positive experience.
- Be specific. Including details from the customer’s review shows you’re taking their review seriously.
- Thank customers who write positive reviews. This small gesture can go a long way toward improving your relationship and converting your customer into an advocate.
- Share what you’re hearing with your staff. Your staff is on the front lines and has a direct impact on customers’ experiences. Share successes to keep your staff motivated and any improvements needed for the future.
Responding to Negative Reviews
Turning a negative dining experience into a positive one can help you boost business. In fact, a one-star improvement in a restaurant’s ratings translates to anywhere from a 5-9% effect on revenue.
Here are some tips to help you respond to even your harshest critics:
- Keep it cordial. Your business might feel like your baby, but your customers are hungry, which can make them feel like babies too.
- Apologize for the poor experience. While every negative review may not accurately reflect your restaurant’s dining experience, a sincere yet brief apology will show that you take customer complaints seriously.
- Identify a solution. From running out of a popular dish to mixing up orders, mistakes happen. Outline specific steps to fix the situation and show diners you’re committed to improving the experience.
- Evaluate making changes. If you see recurring complaints, making improvements can drastically improve your ratings and reviews.
Not sure how to respond to a negative review? Check out what a good response might be to common customer reviews:
Review 1: A diner says their food was late
Why this works:
- The responder apologizes, then offers a solution
- The response is short and specific
Review 2: A diner says their order was inaccurate
Why this works:
- Replied promptly as soon as the diner posted their review
- Shows a solution
- Encourages the diner to try the restaurant again
Review 3: A diner thinks the food is not great
Why this works:
- The message is personalized by addressing the customer directly
- Highlights a component of your business to other diners who are reading (“source our seafood from high-quality suppliers”)
- Shows you’re working to address the complaint, even if you don’t have the answer in that moment
Review 4: A diner says they never received their order
Why this works:
- Response shows you have investigated the issue
- The tip to the diner is made in a polite, cordial manner
- Shows the restaurant is committed to solving the problem
Do’s and Don’ts of Setting Holiday Hours
November 8, 2017
With another holiday season upon us, customers may spend less time eating out and more time preparing meals at home. At the end of 2016, restaurants saw a dip in in-store traffic¹ — making the winter months a perfect opportunity to take some extra time off. Continue reading
How to Take a Vacation and Keep Running Your Restaurant
November 1, 2017
Nervous about taking time off? You’re not alone. Continue reading
Disrupting Delivery: How Grubhub is Helping Restaurants Do Delivery Right
October 25, 2017
Demand for restaurant delivery is at an all-time high — and will continue to heat up in the coming years. Continue reading
The Tech Revolution — Is Your Restaurant Ready?
October 4, 2017
Technology is becoming a mainstay in restaurants. You don’t have to look far to see how the automation of tasks is changing the way customers dine and restaurants do business. But how can you make sure introducing new technologies is right for your restaurant? Continue reading
Restaurant Catering: 6 Do’s and Don’ts
September 13, 2017
Restaurant catering is winning market share every year as more customers turn to their favorite restaurants when treating larger groups. Continue reading
What You Need to Know About POS Integration
June 28, 2017
Point-of-sale (POS) integration remains a hot topic among restaurant owners, and for good reason. In its 2016 POS Software Trends Report, Hospitality Technology revealed that more than half of restaurants want to be integrated with their POS systems. Since then, the idea has only picked up steam. Continue reading
Keeping Food Safe During Outdoor Events
June 14, 2017
Warm weather and sunny skies mean summer food festivals are in full swing. Outdoor events are a great way to earn additional revenue and attract new customers. However, serving up your most popular dishes off-site can come with food safety concerns, including foodborne illness and spoiled meals. Continue reading
How Data Analytics Power Restaurant Business Growth
May 24, 2017
Restaurant owners have endless data at their fingertips from a variety of sources – including point-of-sale (POS) systems, marketing platforms, inventory and scheduling software, to name a few. But do you know how to use this data to your advantage? Continue reading
Streamline Restaurant Operations with Grubhub’s POS Integration
May 18, 2017
The point of sale (POS) system is the central nervous system of any restaurant. It not only accepts and tracks transactions, but can also take inventory, analyze customer data and even manage your financials. Continue reading
3 Questions to Ask When Optimizing Your Operating Hours
May 11, 2017
With options like all-day breakfast and late-night dining rising in popularity, many restaurateurs are tempted to be jacks-of-all-trades. Continue reading
4 Tips to Reach PCI Compliance
April 19, 2017
If your restaurant accepts credit cards, you’ve probably heard of “PCI compliance.” Every restaurant – big or small – must comply with the PCI Data Security Standard if they accept credit cards. Established by major credit card brands, this standard helps protect customer credit card data and safeguard against the threat of a data breach. Continue reading
Women in the Restaurant Industry: Gloria Monroy
March 30, 2017
The restaurant industry is full of inspiring women who work tirelessly to pave the way for equality both inside and outside the restaurant. Among those leaders is Gloria Monroy. Continue reading
Women in the Restaurant Industry: Jane Zimbler & Sari Smith
March 28, 2017
According to the National Restaurant Association, 61 percent of adult women have worked in a restaurant at some point in their lives. Much of that experience has translated into management and ownership, making the restaurant industry one of the fastest-growing sectors for female leadership. Continue reading
Women in the Restaurant Industry: Colleen Loftus
March 22, 2017
From ownership to management, women have contributed toward the growth and diversity of the restaurant industry on many levels. About a third of women get their first job opportunity at a restaurant, and in many cases, these experiences help propel them into leadership positions. Continue reading
Too Many Items on Your Restaurant Menu? Here’s How to Focus Your Offerings
February 21, 2017
In some cases, restaurant menus can look like small novels. After all, the more options you have, the less likely it is for diners to take their business elsewhere. But while lengthy menus might work for some restaurants, customers can also be overwhelmed by too many choices. Continue reading
4 Tips for Recruiting New Restaurant Staff
February 8, 2017
One of the many challenges restaurants face is recruiting and hiring new staff. After all, your staff is ultimately responsible for upholding customer service and preparing the best dishes possible. So how can you go about finding top talent – and getting them to join your team? Continue reading
You Asked, We Answered: Top Tax Questions from Restaurant Owners
February 1, 2017
With tax season right around the corner, it’s time to get your restaurant’s financials in order. Not sure where to get started? Check out the answers to some of the most common tax questions we receive from restaurant owners. Continue reading
3 Ways to Customize Restaurant Orders
January 26, 2017
Rather than simply choosing their own salad dressing or pizza toppings, diners today are demanding more options to build their own meals than ever before. Meet these demands from diners by determining new ways to build customized food orders. Continue reading
3 Ways Technology Can Improve Your Restaurant Operations
January 18, 2017
New innovations – such as digital loyalty programs and online ordering – have the potential to make a positive impact on the experience diners have with your restaurant. In fact, four out of five diners agree restaurant technology improves their guest experience. Continue reading
3 Restaurant Management Techniques for 2017
December 28, 2016
Strong restaurant management is the cornerstone of business success. The way you manage front-of-house staff, customer service and more are all part of the formula for making your restaurant a favorite for diners. Continue reading