In this digital age, everyone in the hospitality sector should worry about the reviews and ratings that they are getting from customers. Many people who are looking for a restaurant to sample always say that the first thing they do is to check the reviews and ratings that the restaurant has received. It influences their choice of whether they will visit or not. Some of the reasons why reviews matter are:
Determines Flow of Customers
The number of customers that a restaurant receives is greatly determined by the reviews they have. Even reviews by word of mouth can either make or break the restaurant. While there are attempts to put regulations on reviews and have only genuine people posting reviews, the reality is that
even one negative review can cost a restaurant hundreds of customers.
Motivates Employees
No employee wants to be associated with a restaurant facing a lot of negative reviews from customers. This explains why businesses that have low reviews always have a high turnover as employees leave to find better places that are highly rated in the market.
Shows Areas to Improve
Both negative and positive reviews are essential for the growth of a business. Negative reviews can be used to highlight some of the areas of the company that needs changes. Feedback about service is supposed to nudge businesses towards making changes that will make the business better. Ultimately, every restaurant should never dismiss reviews that they get. They should follow up and find ways in which they can improve things.