For a restaurant, a star is counted in covers
Two studies have measured it, in the United States. For an independent restaurant, one extra star on Yelp means 5 to 9% more revenue, while it makes no difference for a chain1. And in San Francisco, an extra half-star makes a restaurant sell out 49% more often2.
Your future customers also read your replies: 89% of consumers expect business owners to respond to reviews3.
The reviews a restaurant gets, and how to reply
The same topics come up from one restaurant to the next: waiting times, a dish, the bill, the welcome. Each calls for a different reply. The examples below are meant to be adapted: replace each detail with the one from the review.
Waiting times
"Forty minutes for the main course on a Saturday night is too long, and we apologise. We were one cook short in the kitchen that evening; we now limit bookings when the team isn't at full strength. — Antoine, head chef"
A disappointing dish
"Thank you for telling us the duck sauce was too salty, rather than leaving without a word. The chef reworked the recipe the very next day; we hope you'll try the new version."
The bill
Don't justify your prices line by line: say in one sentence what they cover.
"Our prices follow those of our producers, all based within 50 km. We understand the bill surprised you, and we now state the price of the dish of the day when we present it."
Allergies or hygiene
Don't argue in public. Acknowledge, say you take the matter seriously, and offer to discuss it directly: Google advises inviting the reviewer to contact you by email or phone4. And never mention the customer's health in your reply (see what a reply must never contain).
The compliment
"The tiramisu never fails! Ines makes it every morning, and she'll be delighted to read your message."
More examples in our guide to replying to positive reviews.
Tourists: reply in their language
A review left in French, German or Spanish calls for a reply in the same language: it's the language of the travellers who will read it after them. Two simple, accurate sentences are better than a long text translated word for word.
The rhythm of service
In the evening you're in the kitchen or on the floor; the next morning, the previous day's reviews are waiting. Yet 81% of consumers expect a response within a week, and nearly one in five the same day3. Set yourself a time slot during the day, or delegate.
What ReplyTop does for restaurants
ReplyTop checks your Google reviews three times a day, replies in each customer's language and picks up what they wrote: the dish, the service, the terrace. 1- and 2-star reviews wait for your approval, and your instructions (the house tone, the chef's signature) apply to every reply.