Negative reviews: what to do? 🤯 (restaurant owner's survival guide)

Alert 🚨! You've just received a negative review about your restaurant. Can you remove it? How do you react? What are the consequences? 

Don't panic: we'll tell you how to avoid the worst!

Take advantage of our complete guide to managing your customer reviews (a massive weapon for boosting your referencing of your restaurant).

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Can I delete a negative review of my restaurant?

Unfortunately, the answer is no 🥲

You cannot delete a negative review from your Google My Business listing.

👉 In the event of a negative review, you have 2 options : 

• Report the review. Google teams will then analyze the review and decide whether it should be removed;
• Respond to the review. Few restaurateurs know it, but responding to a negative review reduces its impact on your Google rating. (We explain how and why in part 3 below👇).

Restaurant owner's question: "Is there any way of knowing whether a review is actually left by a customer and not by a stranger?" The answer is no! That's why Google has made it possible to report a review.

Sometimes a negative opinion is : 

• False (the person who left the review has never been to your establishment);
• Harmful (the person who left the review is a competitor or someone deliberately trying to harm you);
• Erroneous (customer lies about something that didn't happen);
• Unfair (the customer exaggerates); 
• Insulting (customer's comments are insulting, discriminatory, etc.)

To check whether your reviews or other errors (referencing, social media) are affecting your restaurant, use our visibility diagnostic below! 100% free of charge, it also generates tailor-made recommendations to improve your online image.

How do I report a negative review so that it can be removed?

👉 In this case, alert Google to remove the notice: 

1. Log in to your Google business card ;
2. Click on "Read Notice";
3. Search for the notice in question;
4. Click on "More" then "Report as inappropriate".

All you have to do now is wait a few days. In the meantime, the notice will continue to appear: that's why we advise you to reply to it.

👉 What happens next: 

• Either the notice violates the rules of the algorithm and will be deleted;
• Either Google finds no infringement and the notice will not be removed.

In this case, your last resort is to call in the moderation teams.

If you see "decision pending", Google teams have not yet had time to decide on the negative review. 

Why respond to a negative review of your restaurant?

👉 It's in your best interest to respond to the negative notice for 2 key reasons: 

• You improve your average rating and reduce the impact of the negative review. For example: even if you've received a 1-star review, responding (and responding quickly) is well regarded by Google;
• Improve your e-reputation. Responding is very well received by your potential customers, especially if the review is destined to remain on your profile.

On the other hand, simply apologizing and stating your point of view can immediately defuse the situation.

76% of people who leave a negative review expect only an apology from the establishment concerned.

It's not uncommon for a customer who has left a negative review to change their mind , or to respond to their own review if you can find common ground.

How do you respond to a negative review of your restaurant?

👉 The right way : 

• Greet the customer formally by name or nickname;
• Thank them for taking the time to leave a review (unless it seems too insulting, in which case keep it brief);
• Make your apology clear. That's the most important thing!
• If (and only if) you have a rational justification, explain your point of view;
• Insist on your values to remind you that this is not usual;
• Invite the customer to return to your establishment (you can offer a promotion if you wish);
• Sign the notice. 

Examples of good responses to a negative review

Here are two examples of good responses to a negative review: 

1. Concise answer

"Hello Romain,

We sincerely regret to read about your negative experience.

At (name of restaurant), quality is at the heart of our cuisine / service is at the heart of our values. We do our utmost to give you the best of ourselves.

I suggest you come back for dinner as soon as you're available.

Best regards,

First name. "

2. Long answer (with justification)

"Hello Romain,

Thank you for taking the time to give us your feedback.

We are sorry to hear that your experience did not live up to your expectations.

On the evening of your visit, our team was not fully staffed for technical reasons. As a result, service was slower. 

At (name of restaurant), we take pride in offering quality cuisine and impeccable service. Your satisfaction is our priority.

We look forward to welcoming you back as soon as you are available. 

Best regards,

First name. "

If the situation calms down, you can even ask the user to change his or her mind or reply to his or her own comment.

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So relax: there's no reason for a negative review to damage your reputation or penalize your digital communication! Don't forget that hate comments and negative reviews are commonplace in the age of social media. Good luck! 💪

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If you're embarking on an e-reputation strategy, we strongly advise you to watch the replay of our special webinar on review management for restaurateurs! You'll find everything you need to know: how to generate a QR code, best practices for collecting good reviews... Go for it!

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