Bad Yelp Review? Here’s How to Respond

Customer service starts the moment someone walks into your establishment. If your greeter fails to acknowledge the guest with a smile, that’s the start of a downward spiral that’s hard to reverse. Very often the greeter or host is doing many things (delivering drink orders, bussing tables), but the one thing they’re not doing is their main job which also happens to be the most important job in the restaurant! The minute the customer has to speak first, you are on the defensive and in the position of trying to win them back throughout their entire experience in the restaurant.

 Let’s say you, your kitchen and waitstaff have an off night. It’s happening more and more because of the difficulty restaurant owners and managers are experiencing hiring and training staff.

 But like I said, the honeymoon is over. And the next day there’s a scathing Yelp review complaining about your customer service, the quality of food or both. That customer didn’t receive the four things that…