Negative diner reviews more damaging than critics

According to research from Livebookings, over half of diners will avoid a restaurant after seeing a bad review, with a third trusting the view of their peers over the professional critics.

David Norris, chief operating officer for Livebookings, says, “Restaurateurs can no longer dismiss the importance of the internet in shaping how their business is perceived by the general public. They must take note of the feedback they are receiving and where necessary, act on it.”
Livebookings suggests restaurants follow these steps to manage their online reviews:

• Identify which websites your customers are posting reviews to
• Regularly monitor the websites to see what’s being posted
• Engage with negative reviews to show you value a customer’s comment and explain how you will address the problem
• If you are unable to post a reply, contact the website

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HelpHound too has a variety of tools to help businesses market themselves and manage their reputation online.