A bad review is public, and so is your reply. This guide covers what to avoid in a response, a structure that works, and how to stop the complaint doing further damage.
Why the response matters
Prospective customers read the reply as well as the complaint. A reply that acknowledges the problem and says what you will do shows you take feedback seriously. A reply that argues shows the opposite.
Common mistakes
- Ignoring the review. The customer feels dismissed and the complaint stands unanswered.
- Responding defensively. Arguing in public reads badly to everyone else who sees it.
- A generic apology. A copy-pasted reply is obvious. Address the specific complaint.
How to write the response
- Wait until you are calm. The reply is public and people will judge you on it.
- Acknowledge the problem and apologise for the experience, even if you think the review is unfair.
- Answer the specific points raised, so the customer can see you read it.
- Offer a fix where you can: a refund, a replacement meal, or a change you will make.
- Move the detail to a private message or a phone call.
Reduce the number of bad reviews
Some complaints start with the ordering. A restaurant online ordering plugin like FoodMaster (formerly WooFood) is a WooCommerce food ordering solution, and a smoother ordering process removes some of the reasons people leave a bad review.
Keep the reply short, specific and calm, and treat the review as information about what to fix.