Restaurants in the United States have an average profit margin of 5%, an average employee turnover of 75%, and a 17% failure rate in the first year of operation. High food costs; hiring, training and retaining staff; onerous taxes; and a dizzying array of federal, state, and local laws are just several of the many challenges facing restaurants today — and that Review Management for Restaurants was before COVID-19.
It’s enough to make any restaurant owner lose their appetite.
Most of these challenges are completely out of your control, but you can manage your reputation.
What do people see when they Google your restaurant?
A positive online reputation is the most effective way to attract new customers to your restaurant and generate new revenue.
A study by Harvard Business School found that a one-star increase in a restaurant review can lead to a 5 to 9% increase in revenue, which can result in anywhere from $50,000-90,000 in additional revenue for a $1M/year business.
ReviewTrackers research found that 33 percent of diners wouldn’t eat in a restaurant with an average online rating is lower than 4-stars on review sites like Yelp, TripAdvisor, Facebook, or Google.
Customers are 46.7% likely to leave a review after a bad experience at a restaurant. Reviews matter.
Do you remember when restaurant critics could decide the fate of a local restaurant?
Not anymore. Today, people have the power. 77% of consumers prefer peer reviews compared to critic reviews. 56% of franchise restaurateurs think that reviews influence restaurant traffic more than traditional advertising.
People trust the opinions of people that look and eat like them. We know how to reach and engage these people.
Reputation Rhino provides review monitoring and review management solutions for the following popular review and customer complaint sites:
We also focus on monitoring restaurant-specific review sites, including Eat24, MenuPages, OpenTable and Zomato.
As part of our Business Review Management Services, we offer Review Monitoring, Reporting, Review Outreach & Response for restaurants of all sizes.
We Monitor all relevant reviews posted for your business on the most relevant business review and complaint sites every day.
We provide monthly Reporting with detailed metrics so you know who is reviewing your restaurant, when they are reviewing, what they are saying, and where they are posting their reviews so you can identify and respond to trends and allocate advertising and marketing resources accordingly.
We provide Review Outreach services to your existing customers. We target those individuals who have had a positive experience with your restaurant and direct these customers to leave reviews on the most visible online review sites so they can have maximum impact. We understand that people are far more likely to share a negative experience than a positive experience. This is human nature and it applies in both the “real” world and the online world. However, when a customer who has a positive experience at your restaurant is asked to share that experience with others online, they are more than willing to do so.
We also provide a Response to all relevant reviews by our team of experienced online reputation management professionals. This personalized service allows us to act as a representative of your restaurant to acknowledge and recognize positive reviews and escalate and resolve problems posted online in an effort to convert negative customer reviews to positive reviews.
We can set alerts daily, weekly, or monthly upon request and change these settings easily.
We can even share positive reviews (e.g., 4* or higher on Facebook and/or Twitter).
Do not underestimate the power of a phone call. When addressing a complaint on Yelp or Google, a phone call from a manager to the disgruntled customer can have a tremendous impact in turning a customer service debacle into a triumph. We are all inundated with e-mails and a phone call can really stand out.
Respond to feedback online when appropriate. Know when to respond immediately and when to remain silent. What you say online can and will be used against you. We often see owners and managers responding defiantly or defensively. Neither is an effective review management strategy.
Clients and customers do not expect perfection. Nothing is more suspicious than a restaurant with only five-star reviews.
What customers want to see is that the management is engaged in the complaint resolution process and are committed to excellence, not infallibility. Some of the most successful brands on Yelp make a point to respond to all feedback within 24 hours of posting. This makes a powerful impression.
Social media is a conversation between a brand and its customers. It is also a conversation between customers and their friends — your future customers. Social media is a very powerful way to research, manage, and protect your brand’s reputation.
A recent survey by MGH found that 45% of US diners have tried a restaurant because of its posts on social media.
We generally recommend local restaurants start with Facebook and Instagram.
National chains and franchises have been very successful by also establishing a presence on Pinterest and Twitter.
Our social media management team are online marketing experts who know, based on data analytics and experience,
what to post, when to post, who to target and why and will help develop a consistent, clear and credible “voice” for you and your brand online.
At 2.23 billion, Facebook is the largest social media network in the world — bigger than WhatsApp (1.5 billion), Instagram (one billion) and Twitter (261 million). Facebook continues to reign in popularity over other social media channels. Even more importantly, 7 out of 10 consumers are more likely to use a local business if it has information available on a social media site. Although content posted on your Facebook page is only seen by a small percent of your fans, unless you support the post with paid advertising, check-ins are seen by all of a customer’s friends, so restaurants can come up with creative ways to encourage Facebook engagement with their customers. Free dessert anyone?
Instagram is a highly engaged global community with more than one billion active accounts. People come to Instagram for visual inspiration and the simple design allows captivating visuals to take center stage. Advertising on Instagram has the power to move people — inspiring them to see a restaurant differently and take action. Sharing dishes on Instagram has become a national obsession and one of the word of the most creative form of “mouth” marketing
Pinterest is a social network that allows users to visually share, and discover new interests by ‘pinning’ on images or videos to their own or others’ boards and browsing what other users have pinned. With a combination of great demographics (predominantly higher-income female audience) and highly visible and shareable content, Pinterest is a powerful branding opportunity for any restaurant. At the end of 2019, Pinterest reported having 322 million monthly active users worldwide, with nearly one-third of those users are from the U.S.
With over 68 million users in the U.S., Twitter is a powerful platform to improve brand awareness and expand your reach to connect with new and existing customers. It is not as visual a social media platform as Facebook, Instagram, or Pinterest but the short, 140-character messages (“tweets”) are well-suited for highlighting daily specials, happy hours and other discounts, as well as recognizing loyal customers.
Reputation Rhino can customize an affordable and highly effective online reputation management strategy designed to quickly eliminate the impact of damaging news articles, reviews, blog posts, forum comments, and other negative content and promote a positive online image to anyone looking for you or your restaurant online.
Reputation Rhino can help you: