plano restaurant reputation management

We’re Seeing Stars: How Raising Your Ratings Can Increase Revenue

In this digital world, everyone is a critic. 

 

Our newsfeeds are blown up with the opinions of many 24/7, so it’s no surprise that online reviews have skyrocketed as well. In fact, research has shown that 96% of quick service restaurants (QSRs) receive reviews these days vs. just 27% in 2015!  Oh – and those reviews translate to “stars,” rating your business compared to others.

If you’re a restaurant – then what can you do? Here are a few simple ways you can raise your ratings and increase revenue:

 

Respond to Reviews 

You can’t always control what the reviews say, but you can control how you handle them. With a direction correlation between ratings, reviews, and revenue – there is a lot on the line when it comes to handling these reviews appropriately. Be sure to respond to each and every review – even negative reviews! – in a prompt manner. Offer to follow-up offline if there is an issue that can’t be resolved via an online review. But keep in mind, many people see reviews and the responses you post, so handling them effectively is key.

 

Encourage Reviews

If you want to raise your ratings, then you’ll need more reviews! Entice customers to review through freebies or giveaways. Contact them right after they make a purchase to provide their review in a timely manner. Make the process as easy as possible, and you’ll see the numbers grow. Research shows that Google reviews in particular are very influential, both for search ratings and for driving traffic to your restaurant through searches like “restaurant near me.” 

 

Enlist a Restaurant Reputation Management Company

A study from the Harvard Business School showed that with each added star rating a restaurant had, the revenue went up 5-9%! In an industry with low margins, these stats just can’t be ignored. Enlist the help of an online reputation management company such as 214 Eats in Plano, Texas to help you devise a strategy for increasing your online restaurant ratings. Review our case studies on how we’ve helped other restaurants achieve great results when it comes to increasing online reviews and ratings and give us a call today for a consultation.  

The Best Way to Handle Negative Restaurant Reviews

Here are a few staggering facts:

 

People read reviews for restaurants more than any other business or service type. 

 

85% of consumers will trust an online review as much as a friend.

A drop in “stars” can drop your restaurant’s revenue 4-9%. 

Those are some serious stakes. 

 

In the restaurant business, negative reviews are inevitable, but when they happen, 214 Eats recommends the following approaches to handling negative reviews:

 

1.    Thank, Apologize, & Take it Offline

 

Sometimes a simple “I’m sorry” in the form of a prompt response is enough to negate a negative review. Here’s a simple formula: thank, apologize, and offer to take the conversation offline. Other readers will also appreciate that you thanked the person for their feedback, owned the mistakes, and then made attempts to continue the conversation online and make the situation right.  

 

2.    Respond Quickly

 

When a consumer leaves a negative review, they are generally still disgruntled and emotional about their negative experience. A quick response illustrates that you care about customer service and making it right. Have a dedicated staff member or online reputation management team like 214 Eats on your side to monitor and respond 24/7.

 

3.    Offer Free Food

 

In addition to owning the mistake, you can incentivize someone to return to the restaurant with free food! Offer a meal on the house, free dessert, or even a gift card. Chances are, you’ll get the person back into the restaurant for repeat business and they will appreciate your customer service. 

 

4.    Ask Them to Try Again

 

Instead of just hoping someone will come back after a negative review, actually ask that they do! Again, this can be done with a food incentive, or it can just be as simple as, “Would you consider giving us another chance to make it right?” 

 

Online reputation management for restaurants is something we specialize in here at 214 Eats and we’d love to help you handle negative reviews with ease. Give us a call today to schedule a consultation and see what 214 Eats can do for you and your restaurant goals. 

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