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Are Customer Reviews Important, Especially For Restaurants ? Part 3

Part 3 of Are Customer Reviews Important For Restaurants.

Part 1 can be read here.

Part 2 can be read here.

7. We Only Have a Few Negative Reviews. Can That Really Hurt Us?

Like we said earlier, negative reviews can seriously hurt your business. Heck, they might even sink your whole ship…

That is, unless you have positive reviews to counterbalance them. Positive reviews are the real key to the whole customer review world. Consider a negative review like lead, a very dense substance, and positive reviews as cotton. You will need a whole bunch of positive reviews to outweigh one or two negative ones.

Don’t despair over a few negative reviews. Everyone expects negative reviews when they read customer review sites – they’re just a reality. A few bitter people will always write nasty things about companies, regardless of their actual experience. All you can do is focus on getting as many positive reviews as you possible.


8. Should We Only Respond to Negative Customer Reviews?

No, you should respond to the positive as well. Always respond to your negative reviews. You want to show your customers that you care about them. And if they had a bad experience at your establishment, then you should ask them what you can do to do better next time. Maybe it’s a simple fix – a simple fix that could save you customers in the future.

As far as positive reviews, shoot for responding to approximately 50% of them. Save your time on the other 50%, but even happy customers like to be acknowledged from time to time.

9. How Should We Respond to Negative Customer Reviews?

Pay attention, because the following advice is important. First, read the review carefully, and try to glean why they were upset in the first place. If they mentioned a specific problem, then make that problem the subject of your response.

Keep your response short and upbeat. You want to stay positive in the face of their negativity. Tell them that you are actively working toward fixing their stated problem. List some steps as to how you plan on addressing the problem.

Lastly, invite them to communicate with you offline to fix the problem. Consider bringing them in to help guide you in the process. Remember to keep it offline, though. You don’t need any more negative publicity on the internet.

10. Can Social Media Help Us With More Positive Customer Reviews?

Of course! That’s what social media is there for. Unlike review sites, which sometimes seems to be the stomping grounds for consumers to tear down stuff they don’t like, social media is effective for getting people to talk about the things they like and are passionate about.

We’ve progressed a lot from the time when word of mouth was the only way for people to get information from their friends. Now word of mouth has expanded into the vast world of social media. If your business isn’t taking advantage of this world, and your competitors are, you’re going to have a tough time keeping up.

Online customer reviews are a good thing for your business. However, they could be a bad thing if you do not stay on top of what is being said about your company on these sites.
Not only that, but responding to these reviews will give your business a positive image, as well as help you get to the bottom of customer service issues you may not have been aware of.
Letting your competitors grab your share of the local market could end up being a huge and costly mistake; one way to avoid this is to ensure that your overall image online is a positive one that truly builds trust in your brand.

If you are still unsure about what to do about customer reviews – or want to learn more about how they can impact your company, I can help.
Contact me for a free no-obligation consultation so we can see where you stand and what needs to be done to build a strong, solid stream of customer reviews for your company.

Derek Gruenthaler
Phone : (604) 302-7211
Email :
Skype : tjenter
Website :