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Maintaining a positive online presence for your restaurant is crucial in today’s digital world, where customer perceptions are often shaped by what they see and read online. If this is done properly, it can easily be a full-time job and worth investing in someome to manage and protect your restaurant’s brand and reputation.
While this role is crucial to your success, it needn’t break the bank and could easily be achieved in a part-time role by a tech savvy uni student or idealy a passionate member of existing staff who is wedded to your success!
Here’s a guide to help you safeguard and strengthen your restaurant’s online reputation:
Ensure your restaurant is listed on Google My Business (GMB). This is often a potential customer’s first port of call when researching their dining experience. Keep your profile up-to-date with accurate information such as your address, phone number, hours of operation, and website.
Claim your business on other popular review platforms like Yelp, TripAdvisor, and Zomato. Consistent information across platforms builds trust and improves search engine visibility.
Include high-quality images of your restaurant, food, and atmosphere. It’s worth investing in a food photographer to capture signature dishes and the venue itself for marketing pruposes. This helps potential customers get an authentic feel for your business before visiting.
Is there anything more frustrating to the restaurant owner than a negative Google review? Use tools like Google Alerts, Yelp notifications, or Reputation Management software to stay on top of what’s being said about your restaurant.
Regularly check major review sites (Google, Yelp, Facebook, etc.) for new reviews. Respond to all reviews, positive or negative, in a timely manner.
Address any negative reviews thoughtfully and professionally, offering a resolution when possible. This shows potential customers that you care about feedback.
Maintain active profiles on platforms like Instagram, Facebook, and TikTok. Post high-quality content consistently with beautiful imagery of your food, menu updates, behind-the-scenes glimpses, and special offers. It’s suprising how many restaurant social pages we see without the bare basics of cuisine, location, opening hours etc.
Respond to comments and direct messages. Show that you’re actively engaged and listening to your customers. Use social listening tools to monitor mentions of your restaurant’s name across social media. This can help you stay aware of customer sentiments and address any issues swiftly.
Ensure your website is mobile-friendly, easy to navigate, and includes essential information like your menu, location, and contact details. If you have the budget, use Google ads to promote your business and optimise your website with local keywords to improve search engine rankings.
Include location-based terms such as “best restaurant in [city]” and ensure your website appears when potential customers search for restaurants in your area.
Encourage happy customers to leave reviews on popular platforms. A simple “please review us” message on your receipts, email newsletters, or in-person can help boost positive feedback.
Consider rewarding customers who leave positive reviews with discounts or free items on their next visit. This helps promote ongoing customer loyalty.
Start a blog or share customer testimonials on your website. As far as content goes, there is nothing more powerful than a testimonial which can be shared on your website, as well as across your social platforms. This creates a direct communication channel with your customers and can help balance any negative feedback.
Use your online platforms to share your restaurant’s story, values, and unique selling points (USP). Build a narrative that helps you stand out and resonate with your target audience.
Partner with local food bloggers, influencers, or community figures to positively promote your restaurant. Influencers can help boost your brand reputation with authentic endorsements.
This is a tricky one for a lot of restaurant owners. It’s hard to not bite back, especially if a negative review is petty and unwarranted (which is often the case!). Do not respond negatively to negative content or engage in online arguments. This can escalate the situation and is not a good look for potential customers researching your venue.
If a customer writes a negative review, attempt to resolve the issue offline (via email or phone) and then ask if they’d be willing to update their review once the problem is addressed.
If you encounter fake reviews, defamatory content, or spam, report it to the platform. Google are great at responding to these reports and will delete negative/fake reviews that meet the criteria.
Online authenticity matters. Ensure that the persona you project on social media and review platforms aligns with your restaurant’s true character.
Consistency in how you present your restaurant online across different platforms helps establish a strong, cohesive brand identity.
By protecting your online presence and being proactive, you can shape public perception, manage your restaurant’s reputation, and foster long-term customer trust and loyalty.
If you are looking to open a restaurant, or it’s time to make the switch to a better POS and Payments system – download our free restaurant buyers guide.
1300 308 615