Gone are the days when a guest’s harrowing experience at a restaurant — or even a mildly disappointing one — stayed within the establishment. As online reviews have made it easy for guests to share every detail of their meal, negative (and highly public) feedback has become one more thing for restaurant operators to manage. Upserve suggests you bear some tips in mind when responding to guest reviews online: Apologize and offer a solution if one is needed, and if possible, clarify policies you have in place without getting defensive. Provide your phone number or email address and encourage the guest to contact you to resolve the problem to her satisfaction, whether with a discount, reimbursement or other offer — it may even result in the guest adjusting her review. In your quest for glowing feedback, however, don’t pay for an online reputation management service to scrub your negative reviews. A restaurant with a sea of five-star reviews comes across as less credible than one that has mostly great reviews, with a handful of mediocre ones in the mix.
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