• Restaurant Marketing

Restaurant Reputation Management is Crucial for Business Success

by: Allen Graves On: July 16, 2021
4 min read

Restaurant reputation management is one of the most important restaurant marketing tactics owners and marketers should include in their restaurant marketing strategy.

Effective restaurant reputation management is crucial for business success because, in today’s world, online ratings are very persuasive to customers, and restaurant owners need to ensure they receive an online rating that accurately represents their restaurant.

Opinions expressed in restaurant reviews on sites like Yelp, Google, Facebook, and TripAdvisor shape restaurant consumer purchasing decisions. So, restaurant marketers need to consider how they manage online reputation effectively on review websites to improve consumer perception of their restaurant when potential diners search for a place to eat and drink.

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Many consumers are more likely to choose to dine at a restaurant with a high rating compared to one that has just been established or is low-rated.

According to Modern Restaurant Management, an increase of just one-star rating can give a business an approximate 5-9% increase in revenue. And an increase of just one-half star would likely fill your seats during peak business times.

They also reported that 34% of diners choose a restaurant based on peer review websites.

And 53% of 18-to-34- year-olds reported that online ratings and reviews factored into their dining decisions.

Correct restaurant reputation management practices will ensure a restaurant receives great scores on restaurant review websites and it also increases the credibility of the restaurant’s marketing campaigns.

According to Time.com, customers who have a realistic or ordinary experience at your place of business will typically not leave a customer review online.

Improve Ratings with Restaurant Reputation Management

Need More Ratings? Just Ask!

Ratings on popular online websites largely consist of 1’s and 5’s. This is because the motivation to leave an online review stems from a great experience or a terrible one.

So remember to ask your customers to give you a rating online. According to a BrightLocal Local Consumer Review Survey, 68 percent of consumer respondents actually left a local business review when asked to do so.

Also, a mixture of good and not-so-stellar ratings can appear more authentic to internet surfers, but you obviously want a lot more of the positive ones. When asking your patrons for ratings and reviews, look for those who:

  • Are outwardly having a great time
  • Are “regulars” at your location
  • Dwelling longer than your average patrons
  • Compliment your food or atmosphere
  • Finished their entire meal
  • Gave a large tip

These customers can become your best online advocates, so be on the lookout for them and don’t be afraid to ask for a rating or review.

Responding to Negative Rating and Reviews

To establish and maintain a positive restaurant reputation, it is important to respond to your ratings and reviews – both positive and negative. If restaurant owners and marketers do not respond to reviews, restaurant consumers might assume the restaurant does not truly care about its customers.

According to research conducted by BrightLocal, 78% of local business owners are tracking social media and online review sites in some way. Also, 90% of them said that customer feedback is important for company growth.

When responding to a negative review, always thank the customer for taking the time to give you the review.

Instead of approaching it with a negative mindset, think of it as something that can give you the ability to make your business better through negative feedback! Likewise, thanking them will show them – and everyone else who reads your response – that you truly care about your customers.

Obviously, you want to apologize for the issue that caused the bad review. Then offer to continue the conversation offline. Make sure to request this in the initial response. Offer your business email address or phone number. That will let the public know that you want to work with the customer to make things right.

Responding to Positive Ratings and Reviews

Many restaurant marketers will see a positive review online and think that they do not have to respond. However, restaurant marketing is about customer relationships, and you should respond just as quickly to positive reviews. This will keep the restaurant’s reputation in good standing with online restaurant rating sites and it can leave a lasting impression on your current and potential customers.

Again, thank them for spending the time to leave the review. Then, you want to describe your business or location. For example, you can include a sentence like, “As downtown’s oldest premier Italian restaurant…”

You can also use this opportunity to cleverly market your restaurant including some kind of marketing statement, such as how you provide a free drink or dessert for customers on their birthday. Make sure not to be too salesy or promotional.

Then, you can quickly engage the customer, asking them to visit again soon or to share the word with their friends.

By responding to both negative and positive reviews, you can positively increase your customer loyalty, new customer acquisition, and customer lifetime values.

Automate Everything with Bloom Intelligence

With Bloom, you can send messages directly to your customers via email asking them to rate you on Facebook, Google, or directly in the Bloom platform. The message also contains a link to contact you directly if they had a bad experience.

Any ratings and reviews received can be seen in one place on your Bloom platform. Likewise, you can easily spot trends and issues in the graphical user interface.

Start taking control of your restaurant reputation management. Schedule a free online demo or call us at 727-877-8181. We’ll show you how Bloom can make you the hero of your restaurant business!

Restaurant Reputation Management Tips

Restaurant Marketing FAQs

What is Restaurant Marketing?

Restaurant marketing is the process of getting people to visit your restaurants. Restaurant marketing creates loyalty, provides data to research, analytics, and allows restaurants to gain a better understanding of their ideal customer profile. It utilizes all customer channels: guest WiFi, website, social, rating sites, mobile apps, email, text, and advertising.

Learn More About Restaurant Marketing Here

What is WiFi Marketing?

WiFi marketing is a marketing technique that uses guest WiFi to collect & clean customer data such as names, emails, phone numbers, customer behavior, and demographics. This data is used to personalize marketing campaigns to increase customer loyalty, build online reviews, and save at-risk customers. The performance of every campaign can be tracked down to the tangible ROI of a customer walking back in your door.

Learn More About WiFi Marketing Here

What is Restaurant Reputation Management?

Restaurant reputation management is the process for restaurants to manage customer feedback and creating systems to improve customer experiences, passively build positive online reviews, and save at-risk customers. It is a very important aspect of running a successful restaurant business.

Learn More About Restaurant Reputation Management Here

How Does Bloom Identify and Bring Back Lost Customers?

Bloom Intelligence uses machine learning to identify at-risk customers. When one is recognized, the system will send them a message with an incentive to get them to return and re-establish their visit pattern. Bloom users are seeing up to 37% of churning customers return.

Learn More About Saving At-Risk Customers Here

SAVE TIME, INCREASE CUSTOMER LIFETIME VALUES, CREATE NEW CUSTOMERS

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