A recent study conducted by a Harvard Business School professor, Micheal Luca, revealed that there is a significant relationship between a restaurant’s revenue and its average online rating. The same study found that an increase in an online rating by even one star can lead to a 5-9% increase in revenue. With the world now living online, it is no surprise that online restaurant reviews can influence the amount of revenue a restaurant gets. Here, we will examine how restaurant owners can capitalize on reviews in order to boost their business!

The Importance of Online Reviews

1) Reviews help you improve customer experience

As a restaurant owner, you want your clients to enjoy the food, drinks and services that you offer them. This way you will be able to increase customer retention, attract new customers and in turn, scale your business. 

2) Positive reviews will increase your profits

Positive feedback has the potential of driving customers to your restaurant. People will want to have the same experience as everyone who has gone to your restaurant and left sparkling reviews online regarding their experience. The more new customers you get due to the positive online reviews, the more your revenue and profits will increase. 

3) Reviews are an excellent marketing tool

Potential customers will trust the opinion of a customer over yours. If a customer talks about how you offer quality food, drinks and service then potential customers who are scouting for a restaurant will consider coming to your restaurant. 

How You Can Capitalize On Online Restaurant Reviews

1) Increase The Number of Online Reviews You Get

The more reviews you get, the more dominant your online presence becomes. You can increase the reviews you get by; 

• Placing QR codes on tables that guide customers to your review page.
• Send personalized email requests or text messages requesting reviews.
• Request reviews from your customers in person. You can show them the QR code or give them the link to your review page.
• Post review requests on social media.
• Print a review request on the receipt. You can attach a link/QR code on the receipt so that they can be guided to the review page.

2) Use Positive Online Reviews as a Marketing Strategy

What have you been doing with your many positive reviews? If you have no immediate answer to this then it’s about time you consider showcasing your positive reviews on social media.

3) Address Positive & Negative Reviews

Potential customers will read customer reviews and your responses to these reviews. You can spend time responding to negative online reviews of customers as a means of reassuring both existing and potential customers. Here is a checklist of an appropriate response to a negative online review; 

• Stay calm: Maintain a composed and professional tone throughout your response.
• Acknowledge and apologize: Begin by expressing understanding and empathy for the customer's negative experience. Apologize for any inconvenience or dissatisfaction caused.
• Appreciate the reviewer: Show appreciation for their feedback and take the time to share their concerns. 
• Address each issue individually: Address each specific concern raised in the review. Provide a clear and concise response, offering any necessary explanations or solutions. Try to avoid excuses so that you do not come off as defensive.
• Offer a solution: Depending on the situation, propose a solution to rectify the issue. This could involve a refund, replacement, or any other appropriate action in this situation. Encourage the reviewer to contact you directly to discuss further if needed.
• Maintain professionalism: Regardless of the reviewer's tone or language, always respond in a professional and respectful manner. 
• Learn from the feedback: Use the negative review as an opportunity for improvement. Take the feedback constructively and use it to improve customer experience.
• Personalize your feedback: You can achieve this by addressing the reviewer by their name.

And there you have it! Tactics you can employ to capitalize on online reviews so that you can successfully grow your business.