10 Steps to manage your restaurant’s online reputation

Today we're all critics. Your busiesss's online reputation matters. Follow these 10 simple steps to managing your online reputation.

1. Claim or update your business list on Google My Business.

Make sure that your opening hours, contact details, and map location are correct. 

google.com/business >

2. Do an audit 

Make a list of everywhere you business appears online and make sure the information is up to date and accurate. Some listings you will be able to easily update, others like AA or Squaremeal you will have to contact to request an update.

3. Share your menus

Don’t just put your menus on your website. People check menus online before making a decision to visit so make sure they can find current menus easily at least include a link to the menus on your website.  [Share menus on social media too and tell people when you introduce a new dish or seasonal menu].

Since early 2018 Google has enabled restaurant owners to upload menus straight on to the information pages of their listing.

4. Update your photos

Photos say a 1000 words so make sure your online listings and your website have up to date and good quality photos. Include some of the exterior, the interior, garden if you have one, as well as food and drink.

5. Set up Google Alerts

Google Alerts send out daily or weekly updates on specific keywords so you can keep track of what’s new online. Set up alerts on your business name, your head chef or even some of your competitors.

google.co.uk/alerts >

6. Make time for managing your online reputation

Set aside a set time every week (Monday mornings can be a good time to do this) to monitor and respond to reviews.  If you give the task to someone in the team make sure that they are briefed about how to respond consistently and using the right tone and language for your brand.

7. Thank people for their feedback

Positive reviews can transform your business. Researchers studying Yelp, one of TripAdvisor’s main competitors, found that a one-star increase meant a 5-9% increase in revenue - so thanking people for positive reviews is just as important as responding to bad ones!

8. Don’t hide from bad reviews

Consumers expect brands to respond to reviews—and are disappointed when they don’t. Responding within 48 hours of negative reviews can turn a bad experience into a positive one. 45% of consumers say they’re more likely to visit a business if it
responds to negative reviews.

How to respond to bad restaurant reviews.

• Be polite and factual - try not to get angry or emotional.
• Prioritise those that need a factual explanation or apology rather than emotional rants.
• Be brief
• Respond from a senior manager
• Reflect the personality of your restaurant
• Address specific comments
• Invite guests to return and give you a second chance

9. Share feedback with your team

Motivate your team by share compliments as well as investigating issues highlighted.

10. Act on feedback

Use both positive and negative reviews to improve your operations and customer experience.