“We alert you whenever a new review comes in so you don’t have to monitor eight different sites,” says Tony Small, CEO of Neighbourhood Networks. Technology options in the hospitality space include Yext, Neighbourhood Networks, SevenRooms, and Rannko, to name a few. To make the process easier, you might consider a reputation management platform, which allows you to see and respond to reviews from multiple places (Google, Yelp, Tripadvisor, OpenTable, etc.) all in one spot. But even monitoring just this one site can feel overwhelming, especially if you’re running multiple restaurants. Google leads the way for where people turn for reviews, making it a good starting point for monitoring. This means you want to do your best to curate the experience for those reading. In fact, one recent study showed more than 63% of consumers check Google reviews through Google Maps and Search before visiting a business location. But often the first step is reading reviews. This may include checking out your social media and scanning your menu from your website. In today’s Internet-driven world, the average consumer isn’t showing up to your restaurant without first doing a little research. Importance of monitoring reviews + tech options We break down why managing customer reviews is important, and what to do if you suspect a fake Google review. And that should be part of a monitoring process you’re already doing for all customer reviews – fake or real, positive or negative. It’s certainly a trend to keep an eye on. As reported by the New York Times, many operators said they received emails from the perpetrators demanding gift cards in exchange for rating removals, with threats to leave additional bad ratings if the requests weren’t met.
Restaurateurs from San Francisco to New York have reported an attack of one-star Google ratings, left without descriptions or photos by people who appear to have never dined at the restaurants.
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