" Slow service and expensive bill, more expensive than the first dish I had " —how do you respond to a negative review like this? Restaurant owners often ignore the feedback of less satisfied customers, or even worse, become offended, losing their temper and responding rudely.
It's natural to get annoyed, but getting overwhelmed by emotions could permanently alienate the disgruntled customer and raise suspicions in potential consumers. So, how do you respond to a negative review safely? They say to count to 10, but we recommend keeping these 5 points in mind even more .
1. Thank you for the review
Those who work in the hospitality industry know well how a smile and friendliness play a fundamental role in the perception of service, even when dealing with an unpleasant customer. The same is true when commenting on negative feedback.
Show that you appreciate those who speak up and offer personal opinions. A negative review might seem unfair at first glance, but it could make you reflect on your consumer experience. You can say "thank you for your opinion" or "thank you for bringing the issue to our attention" to get the conversation started on the right foot.
2. Apologize empathetically in response to the negative review
After thanking them for their comment, it's time to take responsibility and apologize. It's difficult, it takes a step back, but it's essential to avoid appearing obtuse and proud.
And what if the mistake isn't yours, but the customer's? Simply show your apology for what happened. There's no need for extensive justifications; always refer to the customer's individual experience to avoid making negative generalizations about the service.
“We apologize if our service did not meet your expectations.”
“We aim to provide great service, we're sorry to hear about your experience.”
3. Call the customer by name
Since the comment relates to a single personal experience, engage in a direct conversation with the customer. Mentioning the reviewer's name makes the consumer feel more listened to .
Avoid the generic "dear guest" or "dear customer": most reviews are written on Google, Facebook, or by registering on the platform, so it's easy to identify the name of the person leaving the review.
4. Explain what happened in a positive way
This point should always be considered, not just when discussing how to respond to a negative review. Unconstructive and sarcastic responses are meaningless and will make you appear arrogant.
In fact, people tend to accept mistakes more readily if you explain what happened with sound and polite reasoning . So far, you've shown empathy for the customer; now it's their turn to put themselves in your shoes.
If, for example, he complains about the cost of the menu, you can respond:
"We choose high-quality, refined raw materials for our dishes, which is why they may be more expensive."
5. Propose a solution to the problem
What did you learn from the negative review? Tell the disgruntled customer and offer a solution to the problem. Even better, do it directly at the restaurant, with the goal of changing their minds about your service. Use phrases like:
“We would like to have the opportunity to talk about it together, over a dinner offered by us.”
Don't close your doors to those who leave a negative review, but invite them back with the warmest welcome you can provide to turn the review into a positive one.
Now that you've responded to the negative review, it's time to evaluate your business's efficiency in 7 key areas and the speed of service. Did you know that with Combi ovens, you can serve customers 20 times faster?