How restaurants can respond to both good and bad reviews (and gain loyal customers along the way)

COMMENTARY, March 23 – A couple of weeks ago I wrote about how customers may leave a helpful review after a disappointing restaurant experience. Good or bad, how should a...

COMMENTARY, March 23 – A couple of weeks ago I wrote about. Good or bad, how should a restaurant or café respond to these reviews?

By the same token, it’s not hard to see why some customers get riled up when they spend their hard-earned money when dining out only to receive subpar food and service.Is there a divide between restaurants and their customers? I think the we have to judge on a case by case basis. Reviews can also be a helpful tool for restaurateurs and café owners to understand their customers better, if they pay attention to them and respond accordingly. One person complaining about overcooked steak might be a fluke; three or four saying the same thing is a pattern.

And if the restaurant gets a bad review? The first thing to do would be to reach out to the reviewer in question and understand the issue. No, a customer who has had an unsatisfactory restaurant experience who is then contacted and sincerely communicated with might well turn into the restaurant’s biggest cheerleader in time.

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