Here are basic instructions on how to create the perfect modern day restaurant comment card to help boost your online reviews.
Customer feedback is incredibly important in today’s digital age. One bad review going viral can make a significant impact on your restaurant’s bottom line. A Harvard Business Review study showed that a one star rating increase or decrease can impact a restaurant revenue by approximately 5%-9%.
You could be looking at a $45,000 loss based on a few bad reviews for a restaurant pulling in 500k.
So how do you make the bad reviews go away? Either have phenomenal customer service or increase the number of positive reviews to outweigh those negative reviews using a WiFi marketing platform.
While picture perfect customer service is likely the best answer, sometimes it is just not possible. The saying “You Can’t Make Everyone Happy” is very true in the restaurant industry. You will always have that one customer you cannot please. Whether they feel they are entitled to more or are just having a bad day, there are times when your restaurant’s customer service will not be able to make the experience enjoyable. Having perfect customer service is ideal, but it is much easier to focus on increasing positive reviews so that the 95% of customer who enjoy their experience at your business are heard as well!
Here are a couple ideas to increase positive customer reviews:
- Reach out to your best customers and ask for a review
- Ask your friends/family to write positive reviews for you
- Email all your customers and ask a quick customer service related question
The third is by far our favorite. This method acts as a customer service question and encourages positive reviews. Whether you are a restauranteur or a digital marketing utilizing the Gazella white label wifi marketing software, customer service, positive reviews, and more business is always a win/win.
Here is how it works:
1.) Send an email to the customer after their first visit
2.) Redirect the customer based on their decision.
If they responded with a “Green Thumbs Up,” the service was fantastic. Hooray!! Send them to a pre-populated Google online reviews page!
This doesn’t get much easier for the customer. They can brag about their fantastic visit to your restaurant with very little effort.
On the other hand, what if that customer’s experience was not so perfect? In the event that something at your restaurant wasn’t up to par, what happens when they select the dreaded “Red Thumbs Down”?
3.) How can we do better?
This is where your customer experience/service team comes into play. The “Red Thumbs Down” button automatically opens an email template asking how the service could have been better.
This does two things. First and foremost, it keeps a potential bad review as far away as possible from the online rating system. Second, it gets that complaint to the person that needs to hear about it.
While you likely (and hopefully) won’t get an inbox full of negative reviews everyday, this system of checks and balances is a great way to keep employees accountable. When employees know that customers have an easy way to reach out to management, their behavior often changes dramatically.
This is just one of many examples of some amazing customer service and restaurant marketing combinations. To learn how to automate your restaurant’s marketing and boost online reviews, request a Gazella Demo!