Simply put, 1 customers will lead to 8 potential customers, 1 dissatisfied customers will affect 17 people's patronage intention. This shows how much influence a bad review has on the restaurant.

A glass of water flooded the restaurant? I'm not kidding you.

Is this a glass of water that ruined the restaurant? No, it's a bad review, it's a word of mouth!

All takeout shops will meet all kinds of customers, and receiving favorable comments will greatly help sales and traffic. What should I do if I receive a bad review? Bad reviews may be the eternal pain of takeaway shops.

Many takeout shops either ignore bad reviews or don't know how to reply. Especially those unreasonable customers, who want to swear, can only endure and kiss.

The importance of replying to bad reviews:

The conversion rate of merchants who responded to the bad review of 0 is relatively low, which is about 20% lower than the general response rate range.

It can be seen that scoring and bad reviews not only affect our ranking, but also affect the conversion rate.

Bad reviews are basically divided into five categories: food problems, distribution problems, packaging problems, mistakes and omissions, and malicious bad reviews.

As the operator of a takeaway shop, how to correctly handle the reply of bad reviews? After studying, the team members of the takeaway shopkeeper gave some suggestions. Let's give them to our guests.

1. Dish problems (poor taste, poor selling, outdated ingredients, small quantity, inconsistent with description, etc.). )

Solution: First of all, sincerely apologize and let the customer calm down. Secondly, confirm whether the bad review is true and make further explanation.

Reply example: Thank you for your support. I'm sorry I didn't make a taste that satisfied you, because we mainly serve Sichuan food, which is really spicy. Thank you for your suggestion. We will consider adding more flavor options. Welcome to experience it next time. Wish you all the best!

2, the delivery speed is slow, and the waiting time is too long.

Solution: After apologizing, explain the delivery problem to the customer clearly, as long as the attitude is sincere, it is understandable and acceptable.

Hello, we are deeply sorry to have kept you waiting. It was verified that the delivery speed was slowed down due to bad weather. In this case, I hope you will forgive me and wish you a happy life!

3, packaging problems

Example of reply:

The food is cold;

I'm very, very sorry. It is really cold today. It's not so warm in your hand. It may also be the fault of the rider. If you have a microwave oven, you can heat it. We will definitely improve this problem next time!

Sorry, we will try our best to solve this problem. The weather is getting colder and colder, and the longer the delivery time, the colder the food will be. Please contact us in time next time, and we will send another copy. I'm really sorry, XXXXXX, here is our phone number. Please contact us directly next time and we will help you solve it. Wish you a happy life!

4. Wrong delivery, missed the meal

Solution: From the customer's point of view, apologize sincerely first, and then propose a compensation plan, so that customers can realize the attention and enthusiasm of the store.

Example: I'm really sorry. Due to the huge amount of orders during the peak period, the staff made mistakes in their busy schedule and sent you a meal less. Really.