When it comes to handling online negative reviews about your establishment, one of the best things you can do is to hire the services of a restaurant public relations agency. For a small fee, such an agency will be able to deal with any negative reviews on your behalf and in many cases, they will be able to get such reviews removed, especially if the allegations made against your restaurant in the reviews are unfounded.
If you wish to deal with online negative reviews yourself, there are a few things you need to keep in mind. To begin with, you should never allow your anger to show through when responding to a negative review. This is because potential customers reading your response will conclude that you are on the defensive and that the writer of the negative reviews was correct in their critique of your restaurant. In addition, potential customers will see that you are not good a dealing with issues and will worry about how you will deal with them if they encounter an issue while eating at your restaurant.
Perhaps one of the best ways to respond to a negative review is to apologize for the service while explaining that it is not a regular occurrence and offer the reviewer a free second visit to your restaurant, so they can see how you have improved operations. Many people who take up your offer of a free second visit will remove or modify their negative review if they can see you have taken steps to address their concerns. Unfortunately, however, there will be some dishonest customers who take advantage of your offer just to get free food, so you need to make sure that you word your offer carefully. Check out here a great restaurant PR agency that will be able to provide you with the best follow-up comments to bad reviews.