When I was running a restaurant, negative reviews used to make me angry.
Many felt unfair or unreasonable, so I often ignored them altogether.
That reaction is understandable—but it’s also costly.
Survey after survey shows that customers often avoid restaurants with unresolved negative reviews.
At the same time, those same customers say they are more likely to visit restaurants that respond to reviews, even negative ones—because it signals that the restaurant cares.
Reviews Are a Boon, Not a Curse
Reviews are not attacks.
They’re feedback—sometimes poorly worded, sometimes emotional, but still valuable.
Thoughtful responses help you:
- Understand customer expectations
- Spot issues you may not see from inside the kitchen
- Show future customers that you care about the experience, not just the sale
Responding consistently builds trust—even when the review isn’t flattering.
How to Respond to Negative Reviews (The Right Way)
1. Take a Breath and Stay Calm
Never respond when you’re upset.
If you’re emotional, wait. A calm response always sounds more professional.
2. Acknowledge and Apologize
Show empathy first.
If there’s a valid concern, acknowledge it and apologize—without being defensive.
3. Take Responsibility
Avoid excuses. Customers don’t want explanations; they want accountability.
Let them know what you’re doing to fix the issue and, when appropriate, invite them to give you another chance.
A respectful response won’t change the past—but it can absolutely influence the next customer reading it.
Want This Done for You?
Most restaurant owners don’t have the time—or energy—to monitor and respond to reviews consistently.
That’s where Joyous comes in.
We help strengthen your online reputation, including responding to reviews the right way.
And we help local restaurants get more orders by keeping your restaurant fresh in diners’ minds through continuous engagement—without adding work to your plate.
No contracts. No risk.
If you don’t make money, neither do we.
