If you are in the hospitality industry, chances are that you will get bad reviews at some point. Customers can be hard to satisfy, and sometimes, businesses make mistakes that end up earning them negative reviews. It might look like the end especially if the negative comments and ratings are too many. The good news is that bars and pubs can actually bounce back from bad reviews with the following tips.
Address the issues immediately
The only sure way to bounce back from negative reviews is to acknowledge the validity of the complaints. If the reviews and comments are about poor customer service, maybe it is time to do a complete overhaul of your staff, or have a training on the importance of customer service. If the complaint is about the quality of foods and drinks, you should consider changing your supplier and maybe hiring new staff.
Watch social media
Do not imagine that all the reviews you will get will land on your website. Actually, most people will go on social media to rant and share their experience. You should therefore monitor social media and check if there are posts you have been tagged on. Be polite in your responses and avoid getting too defensive on those posts. Promise to do better. There are some reviewers who will be malicious and make up stories that could potentially ruin your business. In that case, provide evidence but do not dwell on it too much.
Highlight your values
When you are handling the negative reviews on bars and pubs, remember to highlight the values upon which the business was created. You should also point out some of the things that make your business stand out. It could be your local brewed beer, the fact that you have a DJ on site, or simply the delicious food you offer.
Use the negative reviews to your advantage by pushing your business instead of retreating and thinking everything is over.