A poor Trip Advisor rating can do real damage to a pub or eatery. Unfortunately, once there are a few bad reviews about your business, they will remain there forever. People invariably go online to check reviews before they book these days, so if a large number of previous customers have left unhappy or critical reviews, they will think twice before going to the venue. The best way to avoid this from happening to your business is to ensure the service you provide is top notch. That way nobody will feel the need to leave a terrible review on Trip Advisor.
Service with a Smile
Happy, welcoming staff will go a long way towards diffusing any issues before they develop into full-scale conflicts. When faced with a warm smile, most people respond in the same manner. It's human nature. Of course the opposite is also true. If your employees are grumpy, sour-faced and downright hostile, customers are not likely to want to come back for more of the same treatment. So make sure you only employ people who are warm and friendly, or the reviews won’t be fantastic.
Food is an important selling point for many successful pubs and eateries. Customers come from miles around to enjoy a bite to eat in convivial surroundings. However, this is entirely dependent on the quality of the menu and if the food you dish up is less than tasty, you won't enjoy much in the way of repeat custom. You don't need to serve anything as complicated as Heston Blumenthal. If it's a country pub, stick to plain but tasty food. As long as your menu tastes great and is good value, customers will be happy.
Never underestimate the importance of running a clean and hygienic place of business. For one thing you could end up being fined if you fail to adhere to hygiene legislation, and for another, you may end up poisoning customers, which is not good for your Trip Advisor rating. Make sure your kitchen is clean and that your employees understand the importance of good hygiene. Clean kitchens with hygienic work surfaces, for example Proclad PVC panels, are paramount, even in the tiniest of pubs.
The Customer is Always Right
If a customer complains, give him or her benefit of the doubt and go the extra mile to try and put things right. And if a customer leaves a poor review on Trip Advisor, respond to their complaint and see if there is anything you can do to make it better next time.
Every Little Extra Helps
It's a dog-eat-dog world out there so anything you can do to set your business apart from the competition could be enough to score you a great review on Trip Advisor. Think freebies and extra perks. You don't have to throw money away, but a freebie here and there will make customers feel like they are getting extra value for money.
Don't despair if you have a few bad ratings on Trip Advisor. See it as an opportunity to improve your service so that you don't keep making the same mistakes.