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KilaTsunami
October, 2024

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Opinion?.... Restaurant Yelp Reviews

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shorty_T
Posts: 2725 - Karma: 761
Do you read reviews before going to a restaurant? Do you leave reviews? What are some "green lights"? Conversly, how much do you take with a grain of salt? What are some absolute no-go's? How many reviews do you usually read before deciding on one place or another? Is it rude for the restaurant to suggest a review in person(host, server, manager)?

I ask because I recently became a manager at a very high end, well known restaurant in my town and I want to know how a business can improve online presence via customer reviews. A vast majority of the reviews have been fantastic, there are the occasional instances where things just don't go as they should or a mistake happens which we are always tying to improve on. There have also recently been some negative reviews regarding covid restrictions/policies, lack of staff, wait times/occupancy limitations, party size limits, mask mandates and to-go limitations. Unfortunately, these things are often beyond our control and we are doing the best we can considering the situation...(and that we are in SoCal.) I guess my final question is.... are we losing business from these reviews and what would be the most urgent change to help the public to feel more safe and accommodated in the intimate dining atmosphere that we offer?
Also, if you find yourself in my hometown and know the place... come say hello and I'll buy you a 1919 old fashioned.
Thank you all for any input!
May 4 2021 3:07AM
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elcheapo
Posts: 3449 - Karma: 13,975
I read reviews on dishes I'm interested but the food pics says alot too. I'v seen restaurants put up really nice pics of dishes that are irresistible wich can be a deciding factor.
May 4 2021 3:19AM
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SavageBiff
Posts: 3483 - Karma: 14,753
I’ll read reviews if I’m out of town or trying something new, i really will not leave a negative review bc I don’t wanna hurt anyone’s income unless it’s dangerously dirty (rats, mice) and which cause I turn around and walk out.
I’d say pics of dishes, the resteraunt and staff have more of an impact on whether I’ll dine there or not, as well as the landscape when I arrive, then the overall atmosphere, vibe, smells, and cleanliness when I walk in.
Managers response to reviews sometimes affects my decision, but I think it’s primarily pics of the food that “bring” me in, quality , punctuality and cleanliness of food bring me back.
May 4 2021 6:41AM
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TOAST.
Posts: 7478 - Karma: 36,018
As long as a restaurant has above 3.5/5 I usually ignore the reviews if I'm going by myself. If I'm going with my wife I will check reviews because she cant have gluten and a lot of places suck at having gluten free options prepared correctly.
Anything under 3/5 I will browse reviews sometimes, but if there are hundreds of reviews and a place has a 3 or under it probably isnt worth risking it for me. If a place has 5 reviews and they have a 2/5 I'll read the reviews.
May 4 2021 6:59AM
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mountaindewgirl
Posts: 2285 - Karma: 20,798
I usually go on there to look for a pic of the menu and a couple pics of the food. I like to leave funny, lighthearted, positive reviews (these get a ton of views and likes). Sometimes I'll leave a review attacking another reviewer who left a negative review. Trolling Google reviews must be done with great care cuz it's people's income we're talking about.
May 4 2021 9:20AM
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SavageBiff
Posts: 3483 - Karma: 14,753
larilinesignI usually go on there to look for a pic of the menu and a couple pics of the food. I like to leave funny, lighthearted, positive reviews (these get a ton of views and likes). Sometimes I'll leave a review attacking another reviewer who left a negative review. Trolling Google reviews must be done with great care cuz it's people's income we're talking about.

“Trolling google reviews must be done with great care “

well saying that on here, giving these kids the idea on how to fuck with people, you planted a seed in a very fertile garden
May 4 2021 2:29PM
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BrandoComando
Posts: 1486 - Karma: 18,753
Something I like to see is a professional response to a negative review. It shows customers that the business cares. And it gives you (the manager) an opportunity to explain the situation to others who read that negative review. A good example is when you get negative reviews that relate to Covid. You can't change local laws, but you can use that opportunity to show good customer service.

Also, I'm sure you know this, but if you set up Yelp for Business you can usually take down those negative reviews. Good luck!
May 4 2021 2:42PM
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GayWolf420
Posts: 37362 - Karma: 119,746
I kinda take reviews with a grain of salt, skim through the reviews if a place as a good-enough rating while understanding that one or a few bad reviews is not reflective of an operations service entirely. Never really one to put owners, managers, workers, etc. on blast via Yelp or social media. I always felt that if its possible, try and reach out to the owners/managers and let them know. I remember a lot of homeowners and guests at lodging properties I worked at getting their issues resolved fairly quickly or adequately when they raise their concerns to our management directly, not through yelp. I know its pretty hard or annoying to do in a restaurant sense, but hopefully you get the point. Idk, its just my traditional guest service training in me lol. Some places ive frequented myself were because of really bad service the 1st time and then the owners/managers hooking you up with a meal next time you come in for the troubles. The foods still good. Can't BS the food.
May 4 2021 2:48PM
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Casey
Posts: 7846 - Karma: 24,294
I don’t think I’ve really looked at reviews, I am more of a try every place in town and see for myself where I want to go back.

But I mean every place is going through the same struggles at this point with COVID. I went to a place I used to be kind of a regular at but hadn’t eaten there in like a year or whatever. The hostess was kind of a bitch about the fact that I seated myself even though the place was empty and I didn’t want to bring my kids inside to check in, the server was inattentive and the scratch margarita I ordered tasted like nothing but triple sec.

I wasn’t even mad, I was just like man it’s been a fucked up year these guys are struggling hard. I hope they make it through because this place used to kick ass
May 4 2021 2:57PM
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TRVP_ANGEL
Posts: 12503 - Karma: 116,100
I just eat...
May 4 2021 2:57PM
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Non_State_Actor
Posts: 4792 - Karma: 17,016
Yelp is an extortion racket. They used to put people in jail for making businesses pay for "protection" now they just call it "advertising" that you have to pay for.
May 4 2021 3:08PM
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SofaKingSick
Posts: 9275 - Karma: 60,808
Yelp is garbage, and so are most reviews because they're usually written by a self-selected group of butthurt customers looking to jab a business for a real or perceived issue

if there are many negative comments about the same issue that might draw my attention. otherwise i take them about as seriously as youtube comments

as for what you can do as a restaurant manager--

a friend of mine manages a nice restaurant. each of the servers has a certain allowance with which they can comp people's items or meals if there's an issue. the idea of course is to remedy bad situations and try to keep the customer happy before they write a bad review or something

can you incentivize leaving a review somehow? naturally, the upset customers are more likely to leave a review so if you can encourage others to leave a review that can help

similar to the above, could you make your own survey for customers to take at or after their meal? their feeling heard can stop them from writing an upset review, plus you might glean good feedback to directly act on
May 4 2021 4:48PM
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Grom
Posts: 310 - Karma: 2,104
SofaKingSicksimilar to the above, could you make your own survey for customers to take at or after their meal? their feeling heard can stop them from writing an upset review, plus you might glean good feedback to directly act on


I see what you mean but this is not a good idea. A "survey" at the end of a meal sounds like something a super cheap restaurant would do, not a High-end place in SoCal.
May 4 2021 5:08PM
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SofaKingSick
Posts: 9275 - Karma: 60,808
IcebergLettuceI see what you mean but this is not a good idea. A "survey" at the end of a meal sounds like something a super cheap restaurant would do, not a High-end place in SoCal.


they couldn't do it fancy enough somehow? i'm no restaurant expert, maybe you're right and that's not a good look for fine dining kind of places
May 4 2021 5:16PM
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Session
Posts: 5373 - Karma: 22,058
I look for the shitty reviews then I look at the other reviews that reviewer has done to see if I even find their review valid. Some cunts only review when they have had a bad experience or they are super picky.
May 4 2021 5:31PM
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freestyler540
Posts: 13082 - Karma: 18,719
As long as the restaurant doesnt have a history of food poisoning, I wont read the yelps. Let friends try the place out and get their opinion.

Just reminds me of the South Park episode “Youre not Yelping”
May 4 2021 5:48PM
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shorty_T
Posts: 2725 - Karma: 761
This is a fantastic idea! Maybe a "suggestions and comments" box in the lobby?
SofaKingSickYelp is garbage, and so are most reviews because they're usually written by a self-selected group of butthurt customers looking to jab a business for a real or perceived issue

if there are many negative comments about the same issue that might draw my attention. otherwise i take them about as seriously as youtube comments

as for what you can do as a restaurant manager--

a friend of mine manages a nice restaurant. each of the servers has a certain allowance with which they can comp people's items or meals if there's an issue. the idea of course is to remedy bad situations and try to keep the customer happy before they write a bad review or something

can you incentivize leaving a review somehow? naturally, the upset customers are more likely to leave a review so if you can encourage others to leave a review that can help

similar to the above, could you make your own survey for customers to take at or after their meal? their feeling heard can stop them from writing an upset review, plus you might glean good feedback to directly act on
May 4 2021 11:08PM
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shorty_T
Posts: 2725 - Karma: 761
Thank you all for the great feedback! I am still wondering if it would be rude or awkward to ask happy customers to share their experience with others via social media?
May 4 2021 11:11PM
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mountaindewgirl
Posts: 2285 - Karma: 20,798
Nacho Daddy does a "leave a good review, get a free churro" thing
May 5 2021 2:04AM
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BrandoComando
Posts: 1486 - Karma: 18,753
shorty_TThank you all for the great feedback! I am still wondering if it would be rude or awkward to ask happy customers to share their experience with others via social media?


larilinesignNacho Daddy does a "leave a good review, get a free churro" thing


I like the idea of combining these. Give an incentive for positive reviews, but try not to be too pushy about it. Maybe a little sign on the tables, at the front door, or at the receptionist area.
May 5 2021 12:14PM
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Lonely
Posts: 6739 - Karma: 61,637
People tend to complain to much, or about the wrong things.

Took 35 minutes to get my food? Immediately 1 star "worst restaurant I have ever ate at"

Unless it is something particularly heinous most of the general public should not be allowed to write reviews unless they can prove they have eaten there multiple times.
May 5 2021 12:46PM
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