These days it seems like everyone is a critic. Restaurateurs, for better or worse, are faced with the reality of user reviews online and on social media. It’s hard to sift through the multitude of comments on online user review sites. On the one hand, it can be nothing more than a sounding board for those who believe themselves to be food lovers and a restaurant review space for others. In a very positive way, it is a forum for the most important person in the world of restoration, the client. If the experience is good, the reviews will be positive. Conversely, if the customer experience is negative, then it’s time to look at the improvements needed to make your restaurant a success.

Tips for dealing with online reviews:

1. Don’t take it personally.

2. Be aware. Online reviews and social media are here to stay, so don’t ignore what they tell you.

3. Be careful when answering. If you choose to respond, be sure to do so in private to avoid unintentional public disagreements. Respond quickly and appropriately. And always remember what’s online stays online.

4. Share. Be sure to keep employees and staff informed. Positive feedback boosts morale, while negative feedback can shed light on issues that need to be addressed.

5. Use the services of online review sites to capitalize on your advertising and marketing investment and to increase and attract traffic and tourists.

Pay attention to what customers say

Monitor review websites using Google Alerts, which is free. Or sign up for a reputation management service to monitor all mentions of your business on the Web. Some review websites will even notify you by email when new reviews are posted.

Generate more reviews, more often

Most satisfied customers won’t take the time to post a review unless you specifically ask them to. Make it easy by signing up for an online service that automatically sends an email to your customers asking them to submit a review. This simple technique has been shown to dramatically increase the number of positive reviews you can generate. These services can be linked to your customer database so you know the reviews are from your actual and recent customers.

Promote your reputation on the web

Make sure the “read my reviews” button is prominently displayed on your website and social media pages. This provides a compelling call to action for customers to read and also write reviews. To get started, create a separate web page listing your reviews, preferably automatically updated or linked directly to your business profiles on review sites. You can also add links to your reviews in a customer newsletter or in a promotion.

Respond quickly, personally and appropriately

Create a policy for responding to negative reviews and designate a person to act as a spokesperson in these situations. When a negative review appears, respond in a timely manner, ideally via private message, assuming you can determine the identity and contact details of the reviewer. Acknowledge their dissatisfaction, describe how you plan to resolve the cause, and invite them to come back for discounted or even free service. Successful restaurant owners go one step further. They refund the customer’s entire purchase when they are not satisfied. They see the monetary loss as a necessary expense to defend the reputation of their business. If the customer is unresponsive or unwilling to let you make up for the negative experience, create a thoughtful public response to the review that explains how you fixed the issue and tried to resolve the situation with the customer.

People weigh the opinions of others a lot, even when they don’t know them. That being said, they are more likely to trust a business owner who takes the time to respond to reviews with the goal of improving their service. Customers will naturally gravitate towards companies that display a human element. Remember, when it comes to managing customer reviews and promoting your reputation, the best defense is always a good offense.

Promoting your reputation on online review sites and social media is vital to the success of your business. Encourage your guests to give feedback frequently. Making it easy and accessible can generate good reviews and get you the best kind of promotion.