Whether or not it seems fair, one bad review of your restaurant can set you back. But like we always say, and as National Restaurant Consultants President David Kincheloe was quoted in QSR Magazine
, "A bad review is an opportunity to win a guest for life." He says, you just have to be proactive.
Of course, one of the biggest reasons that negative responses from guests is so hard to combat these days is the prevelance of social media--and like most mediums, bad news tends to travel faster than good news. We've covered this a bit on our blog before, mostly about how to respond to negative comments on social media platforms
. This is a good way to be proactive before a bad repuation spreads too far.
Fires need to be put out before they're big, and good customer service means have a plan of action for this. Recently, our Phoenix restaurant consultant, Jared Flowers, came across this Modern Restaurant Management magazine article
that has extensive advice on making these plans. It's three simple steps in tackling the problem head-on and allowing the negative situation to turn your restaurant into an even better place to be--for the disgruntled customer, as well as others.
Our restaurant consultants are experts in dealing with guests and their dining experience. With offices in Denver and Phoenix, our restaurant consultants travel worldwide to help restaurant owners and management ensure that they are creating the best presentation possible. Contact a restaurant consultant today.
Photo by Nicole Honeywill