It's estimated that there are approximately four million customer restaurant reviews online each month. The annual number has gone up and down slightly from 2020, yet it remains high at about 50 million reviews per year—and that's just for the restaurant industry.

Most of this feedback used to be exchanged face-to-face, often directly with the restaurant staff. The pandemic, technology, smartphones, and social media have changed this, causing more and more customers to opt for online communication.

Approximately 86% of consumers read reviews for local businesses, and 94% of online shoppers reported that a negative review had convinced them to avoid a company. Responding to online reviews can solidify your reputation.

So what is the protocol for responding to positive and negative online reviews? 

When responding to negative online reviews, business owners and managers should keep the interaction simple and to the point while calmly addressing the complaint. Responses should include some specifics based on the customer's problem.

Suggestions for handling negative online reviews.

• Respond promptly within a day rather than several days.
• Address the customer by their name.
• Thank the customer for voicing their concerns. Stay professional and courteous.
• Apologize for not meeting the customer's expectations.
• Directly name the concern.
• If a valid explanation exists for why the customer experienced subpar service, provide it. 
• Explain how you'll address the issue with future products or services.
• Give the customer a refund, credit, discount, or another perk unavailable to other customers.
• Ask the customer to contact you to discuss the situation further if a follow-up is needed. 

An important thing to know is never delete a negative review. A deleted review could lead to a new comment from the customer saying that you deleted the review, which makes your company look even worse.

To respond to positive online reviews, Respond promptly, thank the reviewer by name for their praise, and offer incentives for future purchases. Then share that positive review on your website and your social media sites. 

By monitoring and responding to reviews, you can make sure that when negative comments come in – and they will – you can respond constructively and maybe even help raise your business rating along the way. 

Brands that respond to their customers and consider their online rating an insightful business intelligence tool are receiving significant benefits to their brand and bottom line.

Since 2005, Quikstone has helped thousands of merchants grow their restaurants with fast and flexible working capital for all their business needs. With an A+ rating from the Better Business Bureau, Quikstone is a leader in the financial services industry. We're proud of the fact that 80% of our merchants are repeat customers who consider Quikstone a trusted business advisor with their best interests at heart.

Contact us today to learn more about how a Merchant Cash Advance from Quikstone can help your business grow.