Instead of stressing about what to do after a bad review, restaurants should actively go out and use social media marketing to grow, gain publicity and, crucially, get more bookings. Consumer reviews are powerful. They are trusted. A recent study showed that 70% of consumers trust online reviews. Many restaurants incorporate their TripAdvisor reviews or ratings into their websites, as well as displaying them at their premises. Highlighting good reviews by previous customers is an effective way of winning new customers. Review sites like TripAdvisor are public, which means any criticism of you is out there for the world to see. Instead of ignoring negative reviews, respond to them where appropriate. If it’s factually incorrect, set the record straight in a calm and non-confrontational way. If mistakes were made, apologise. Look at this as an opportunity to show everyone how good you are at customer service. At the end of the day, it’s great food and great service that makes a great restaurant. Continuing to deliver these will only result in happy customers. Naggers and naysayers notwithstanding, this should mean better online reviews. Get the full story at Social Media Today