The Internet, but above all social networks have given us power to be able to give opinions and say anything about any person or any company …This can have a variety of impacts on your Restaurant …

From a bad impact, sometimes critical to a very positive impact, becoming a powerful tool to position your brand and attract more customers to your business.

But if there is one thing that is important to note it is that: You must take CONTROL of what your customers say about your Brand on the Internet.

You may like it or not, we can believe that it is useful or not to have an online presence, but regardless of our decision, customers will talk and comment on their experience in our restaurant, even if you do not have a website or social networks, it will still happen

So … why not take advantage of it and use it as a tool to attract even more customers?

In this note we will share 3 strategies that have worked wonders with our customers to achieve excellent results.

Strategy 1: The importance of Feedback

I always say that the money is in the “NO” that is, when people say I did NOT like it, I did NOT find the price right, they did NOT take good care of me, the quality was NOT good, etc … Why? Because they are giving us the possibility to know what we failed in …

In this way we can learn from the experience of our customers and know what they do not like or what is not working … If we insist on finding as many “NO’s” as possible, we will eventually reach a point of near perfection

This strategy works exactly this way …

The first thing we do is give our guests the chance to share their experience with us, we do this with a simple Facebook messenger application so they can leave their comments …

The advantage of this is that if the comment is negative, they are sharing it privately with us and will hardly make it public again, but above all, we will be able to detect the “NO” that the client had in order to correct it.

But what happens if the comments are positive?

In that case,when they are finished sending their comments, we give them the option to share it in public on our Facebook page, Google and sites like Tripadvisor and in this way you will attract many more customers.

Strategy 2: Activate the moderation of words on your Facebook page

This is an extremely simple strategy, which very few businesses take advantage of…

There are times when we could have done everything right, the waiters attendance was excellent , the food was perfect, the delay was practically nil and everything worked as it should …

However, some people likewise will not have a good experience for the simple fact that they did not have a good day that day … and that is normal, and happens frequently.

For example:

A person who argued with his partner before going to a lunch, probably is not in the best mood, and it is understandable, we all have complicated days …

The problem is that many times people “unload” their bad energy on the restaurant, or in Social Networks because it is the tool they have on hand to express themselves, but the good thing is that we can avoid it

In the configuration section of your Facebook page, you will find an area to activate a filter against “rudeness” and you can even load a list of “negative” words so that if a comment contains those words, it will automatically hide and not appear in public .

Strategy 3: You must always agree with the client

In the event that a client publishes a criticism in public or makes a bad comment, you should NEVER answer trying to prove otherwise …

The only thing you will obtain is that the conversation becomes a person-to-person discussion where both will argue, and that is extremely damaging, even other people can join the conversation and it can quickly turn into a small catastrophe …

The best you can do is to thank the critic and offer an apology followed by a solution …

ExampleThank you very much for your comments Peter, we regret that your experience has not been as expected and you have our commitment to solve it immediately. We strive to ensure that our customers have the best experience. We invite you to contact us privately to offer a discount and the opportunity to visit us again to correct our error.

This type of response will automatically lower the aggression, the client will feel valued and often even withdraw the comment or offer apologies.

Conclusion

These 3 strategies are very simple and easy to apply, but they have a very big impact on the reputation of your restaurant on social networks.

Your turn…

Has something like this happened to you in your business? Tell us in the comments …