Mastering Restaurant ORM: Enhancing Your Online and Offline Reputation

Restaurant online reputation management (ORM) is a crucial aspect of running a successful restaurant. It goes beyond just managing your online presence; it involves every aspect of your operation, from the kitchen to the dining tables. Everything you do impacts your reputation, and by practicing effective reputation management techniques, you can greatly enhance the success of your restaurant. In this article, we will discuss how you can go about managing your restaurant’s online reputation and provide tips on general restaurant housekeeping practices that can ultimately influence your reputation.

Claim Your Listings on Industry-Related Platforms

One of the first steps in restaurant online reputation management is to claim your listings on industry-related platforms. This involves managing your online identity with precision, making it easy for potential customers to find essential details about your restaurant. In addition to social media channels like Facebook and Instagram, you should consider claiming your listings on websites such as Google, Yelp, TripAdvisor, Zomato, and OpenTable. Here are some reputation management example approaches to make the most of your listings:

1. Business information: Ensure that your restaurant’s name, address, and phone number are accurate and consistent across all platforms. This builds trust and helps customers locate your establishment effortlessly.

2. Operating hours: Provide detailed information about your operating hours, including any special hours during holidays or events. This transparency helps customers plan their visits and reduces confusion and disappointment.

3. In-platform features: Take advantage of features that allow customers to book a table directly through the platform. Use the menu space to showcase your offerings, and post updates or promotions to keep your customers informed.

Encourage Positive Restaurant Reviews

Positive reviews serve as strong social proof and can significantly impact your restaurant’s reputation. While reviews may come in naturally, you can take a proactive approach to generate a regular stream of positive reviews. Here are some reputation management example approaches:

1. Ask in person: Train your staff to ask for reviews in person, especially when customers are settling their bill or when you receive a compliment. This personal request can encourage customers to leave positive reviews.

2. Put up signages: Place in-store signages, such as QR codes, that lead customers directly to your preferred review platform when scanned. This makes it easy for customers to leave reviews.

3. Highlight reviews on social media: Share positive reviews on your social media platforms to let others know about the positive feedback you’ve received. This can further enhance your restaurant’s reputation.

Monitor Your Online Reviews

A comprehensive restaurant review management strategy involves monitoring your online reviews. This allows you to identify both opportunities and potential threats to your restaurant’s reputation. Instead of manually monitoring brand mentions, consider using a restaurant review software. Here are some reputation management example approaches for effective review monitoring:

1. Showcase positive reviews: Proudly showcase positive reviews on your profiles to reinforce the positive image of your restaurant. This can attract more patrons and enhance your reputation.

2. Address negative reviews: Negative reviews can pose a threat to your reputation, but they also provide an opportunity to demonstrate your commitment to customer satisfaction. Respond to negative reviews in a professional manner and try to resolve the issue.

3. Report fake reviews: If you come across fake reviews, make sure to report them to the platform administrators. This helps maintain the integrity of your online reviews.

Respond to Reviews

Responding to reviews, both positive and negative, is an important aspect of restaurant online reputation management. While not every positive review requires a detailed response, a simple “thank you” can go a long way. Here are some reputation management example pointers for responding to reviews:

1. Re-narrate the customer’s experience: Show that you understand the customer’s perspective by re-narrating their experience. This demonstrates that you have carefully considered their concerns.

2. Apologize for shortcomings: A genuine apology goes a long way in acknowledging the customer’s concerns and expressing your commitment to improvement.

3. Stay professional: Even in the face of irate customers, it is important to remain professional and address the issue constructively. Avoid getting defensive and focus on finding a resolution.

4. Offer to continue the conversation offline: Provide contact information or suggest moving the discussion to a private channel to further address the customer’s concerns.

Be Present On-Site and Online

Maintaining an active presence, both on-site and online, is vital for your restaurant’s reputation. While face-to-face interactions with customers are crucial, an active online engagement strategy is equally important. Here are some reputation management example approaches to being present both on-site and online:

1. Ask diners questions: Regularly make rounds to the tables to inquire about the dining experience. This shows that you value your customers and are committed to their satisfaction.

2. Answer telephone calls: Be responsive when it comes to telephone calls, whether it’s for reservations, inquiries, or feedback. Clear communication and a friendly demeanor contribute to a positive perception.

3. Engage online: If you haven’t already, prioritize growing a social media presence. This allows you to promptly respond to inquiries, comments, and reviews, further enhancing your restaurant’s reputation.

Serve Good Food at the Right Price

The quality of your cuisine is a crucial factor in managing your restaurant’s reputation. It is important to offer delicious, well-prepared dishes that meet customer expectations. Consistency in your cooking standards is also key, as it encourages positive word-of-mouth recommendations and repeat business. When it comes to pricing, consider the following reputation management example points:

1. Price your menu accordingly: Understand your target market and align menu prices with the value of your offerings. Factors such as ingredient quality, preparation methods, and the overall dining experience should guide your pricing decisions. Fair pricing cultivates trust and a positive perception of your restaurant.

2. Charge more for premium dishes: Customers anticipate paying more for unique, high-quality dining experiences and specialty dishes. Clearly convey the value of your exotic dishes, emphasizing distinctive ingredients or culinary techniques that justify the higher price point.

3. Experiment with pricing: Periodically assess market trends, customer feedback, and the performance of specific menu items. Experiment with promotions, discounts, or seasonal pricing to gauge customer response and optimize your pricing strategy accordingly.

Ensure Restaurant Compliance

Ensuring that your restaurant is compliant with all relevant regulations is crucial for maintaining a positive reputation. This involves adhering to local, state, and federal codes, regulations, and safety standards that govern the entire spectrum of restaurant operations. Here are some reputation management example aspects of restaurant compliance:

1. Food safety: Implement and consistently follow practices that ensure the safe handling, preparation, and serving of food. Compliance with food safety standards protects the health of your customers and safeguards your restaurant’s reputation.

2. Staff conduct: The behavior of your staff reflects directly on your restaurant. Compliance in staff conduct includes guidelines for professionalism, customer service, and ethical behavior. Training your staff in these areas contributes to a positive dining experience and fosters a welcoming atmosphere.

3. Labor compensation: Adhere to fair and lawful employment practices, including minimum wage requirements, overtime regulations, and employee classification. Fair compensation fosters a positive work environment and mitigates legal risks.

Equip Your Employees With Customer Service Training

Effective customer service training is essential for creating a positive dining experience and enhancing your restaurant’s reputation. It is important to equip your employees with the skills and mindset to handle customer interactions positively. Here are some reputation management example approaches to customer service training:

1. Provide a handbook: Give your employees a handbook outlining customer service protocols alongside operational procedures like food handling. This ensures consistent and informed interactions with customers.

2. Offer role-specific training: Different positions may require distinct customer service approaches. Customize training to address the unique challenges and expectations associated with each role.

3. Implement regular training refreshers: Reinforce customer service skills through regular training refreshers. This allows you to update employees on best practices, address emerging challenges, and reinforce the importance of delivering exceptional customer experiences.

4. Encourage internal feedback: Create an environment where employees feel comfortable providing feedback on customer service training. This two-way communication ensures that the training remains relevant and effective, addressing any evolving needs or concerns.

Have a Budget for Complimentaries

Comping a meal is a gesture extended by restaurant owners, operators, managers, and occasionally servers to cover the cost of a guest’s meal. It is often employed in response to an issue that has arisen during the dining experience. While comping can be a valuable tool in addressing customer challenges, it should not be the default solution, as frequent use can significantly impact profits. Here are some reputation management example instances where you may want to consider comping:

1. Unreasonable delays: If there are significant delays in orders or service due to kitchen or service issues, consider comping the meal as an expression of hospitality.

2. Kitchen errors: If there are mistakes in the kitchen, such as undercooked dishes or incorrect orders, comping the affected meal can help rectify the situation.

3. Sanitary concerns: If there are sanitary concerns, such as the presence of foreign objects like hair or insects, it is appropriate to comp the affected meal.

4. Rude service: If a staff member falls short of providing a satisfactory experience and exhibits rude behavior, consider comping the meal as a gesture of goodwill.

5. Celebratory occasions: Offering complimentary meals for special occasions like birthdays, graduations, and other celebrations can enhance the overall dining experience and leave a positive impression.

Hire a Restaurant Reputation Expert

Managing your restaurant’s online reputation can be a complex task, especially when using restaurant review software. Consider hiring a restaurant reputation expert to assist you. These professionals have expertise in online reputation management for restaurants and can help you grow and protect your reputation effectively. Rize Reviews is a reputable company that offers restaurant reputation management software and can provide valuable tips and tricks for managing your restaurant’s reputation.

In conclusion, effective techniques for reputation management are crucial for the success of your restaurant. By claiming your listings on industry-related platforms, encouraging positive reviews, monitoring online reviews, responding to reviews, being present both on-site and online, serving good food at the right price, ensuring restaurant compliance, equipping your employees with customer service training, having a budget for complimentaries, and hiring a restaurant reputation expert, you can effectively manage and enhance your restaurant’s reputation. Implement these techniques to attract more customers, build trust, and achieve long-term success.