When is the last time you looked at public reviews of restaurants online? If it has been awhile, you should take a look at what some of the other restaurant owners are doing. They leave replies to reviews. What these replies do is engage customers. The customers who left good reviews are given attention and prompted to come back. The customers who left negative reviews are engaged in a way where the owner is looking to make things right.
Of course, the reviews left online for restaurants in the UK are only part of public relations. Still, they make a good example that I can use further to explain reputation management to you. When you look at the restaurant reviews that owners have addressed, you will notice that some of the owners fail to answer customers appropriately. There are some that aim to make negative reviews look unmerited.
www.saucecommunications.com suggest you not to do that. Your responses to reviews are on public display, and these responses are a huge part of public relations. If you aim to discredit every negative review out there, your regular customers will even take notice. Furthermore, customers who have not yet visited your restaurant may look up those reviews, see your responses and choose not to stop by for a meal.
The sympathetic owners who apologize for bad experiences and look to make things right are the ones who improve public relations. Upset customers are more willing to give those restaurants a second chance. Others who see those reviews, including people who have yet to visit your restaurant, are likely to give you a chance. No restaurant is perfect, and there are going to be both good and bad reviews. You are working to get more good reviews than bad, and in the meantime, it is important that you focus on public relations in terms of any negative reviews your restaurant receives.