How many times have you and your significant other been sitting on the couch having the age-old argument of trying to decide where to go for dinner? If I ever open a restaurant, I would name it “I Don’t Care.” That’s always the place a couple can agree on!
Odds are, in that moment, you are both on your smartphones entering “restaurants near me” and inundated with results from fast food to fine dining. You start to dissect each listing based on type of cuisine, pictures, distance and let’s not forget reviews!
If you’re a restaurateur, this is where you want your listing to shine and really leave a great taste in the searcher’s mouth.
Directory listings online can either make or break a restaurant. These listings should give the searcher everything they need to know about your restaurant to allow them to make an informed decision to stop in. If you are new to this, start off by claiming your listings on some of the most popular directory sites. Google My Business, Yelp, OpenTable, Facebook, etc. are great places to start. Each of these sites asks you to enter the same info, such as:
- Location
- Hours of Operation (be sure to include specific holiday hours)
- Menu (this is key)
- Price Range
- Wi-Fi (families with kids love this)
- Parking
- Lots and LOTS of photos
Now that customers are able to find you due to your enticing listing, how will you manage all of the feedback you are about to receive? Customers are the number one priority, but sometimes they can be downright mean. For every bright-shining review you get on your exquisite food or friendly waitstaff, you are bound to get those customers who have nothing good to say because it is just their personality.
This is where you can really take those lemons and make a damn margarita!
Your response to a review can show customers that you do, in fact, care about their experience at your establishment. If you are faced with a negative review, always thank your reviewer for their feedback. As much as you would like to defend your stellar food and staff, the experience is in the past. Let’s focus on the future. Here are a few talking points to consider when responding:
- Thank the reviewer for the feedback
- Apologize for the incident
- Promise future experiences will improve
- Follow through with that promise
If the situation warrants further communication, you may want to contact the reviewer privately.
Another thing restaurants tend to overlook is updating their online menu. From prices to specials, the menu available online should always be up-to-date. Also, did you know that searchers using Yelp spend twice the amount of time on business pages with professional images of their food? This is all the more reason to showcase some of those delicious eats! And don’t just stop at the food pictures! Highlight the unique aspects of your restaurant, as well. These may include an outdoor patio or an area for children to play. The images can be used across the internet. Whether browsing your social media (Facebook, Instagram, and Twitter) pages or your business directory listings, people want to know what to expect when visiting your establishment.
Know, too, that social media can be your friend in the restaurant industry…if used wisely and often. Apply the same tips listed above when managing the feedback on these outlets, and don’t let Suzie’s check-in (“Worst coffee I’ve ever had!!!”) be the fly in your drink. You can rise above and reply to the comment with a professional and polite response, thanking her for the feedback, apologizing for the incident and promising to make the next experience better.
Being a restaurant owner can be stressful on its own, without having to manage your online reputation. These tips will allow you to be visible to new clientele as well as showcase all you have to offer. Keep your head up, and continue to serve your customers to the best of your ability…and maybe consider having that margarita, too!
