21+ sample review responses for opentable

Responding to reviews on reservation platforms like OpenTable is essential for review management and customer loyalty. A restaurant's online reputation can depend heavily on the quality of responses to customer reviews. Here's a series of response templates tailored to different situations that restaurateurs can use to improve their communication with customers and boost their image.

Responses to positive reviews

Warm thanks

A positive review deserves a warm and sincere response. Thanking the customer for their feedback not only encourages them to return, but also attracts other potential customers.

Example:

• "Thank you so much for this wonderful review! We are delighted that you had a pleasant time in our restaurant. See you soon."

Invitation to return

Invitation to return is an excellent strategy for strengthening customer loyalty. By encouraging the customer to return, you increase the chances of seeing them again very soon.

Example:

• "We would like to thank you warmly for your review! It was a pleasure to welcome you and we hope to see you again very soon."

Responses to constructive reviews

Acknowledgement and appreciation

Thanking a customer for constructive feedback shows that you value their opinions and want to improve your service.

Example:

• "Thank you for your constructive suggestions. We really appreciate your feedback and will work hard to improve. We look forward to seeing you again soon."

Concrete actions

Be sure to mention specific actions that will be taken as a result of constructive criticism. This demonstrates your commitment to customer satisfaction.

Example:

• "We have taken careful note of your comments and are already working to rectify these points. We look forward to demonstrating our improvements during your next visit."

Responses to negative reviews

Sincere apologies

An apology is crucial when it comes to responding to a negative review. Show the customer that their experience is taken seriously.

Example:

• "We're sorry to hear that your experience didn't live up to your expectations. Your feedback is valuable to us in order to improve. Please accept our sincerest apologies."

Compensation proposal

Offering compensation can turn a negative experience into an opportunity. It shows your dedication to providing an excellent customer experience.

Example:

• "We deeply regret that your visit did not meet your expectations. We would like to invite you back with a special discount to do justice to what we usually offer."

Responses to ambiguous reviews

Request for clarification

When the notice is vague or ambiguous, asking for additional details can be helpful to better understand and rectify the situation.

Example:

• "Thank you for your review. Could you offer more details about your experience so we can better understand where we need to improve?"

Thanks and follow-up

Even if the review is mixed, it's important to thank the customer and show them that their feedback is taken into account for future improvement.

Example:

• "Thank you for your feedback. They are essential in helping us to continually improve. We hope to have the opportunity to serve you again soon."

Responses to exaggerated or unjustified reviews

Calm and courtesy

In the event of an exaggerated or unjustified review, it is vital to remain calm and courteous in your response.

Example:

• "We're sorry you got that impression. Our team does its best to provide a great experience with every visit. Thank you for sharing your perspective."

Polite defense

Always while remaining professional, a polite defense may sometimes be necessary to explain your side of the story.

Example:

• "We respect your opinion, but we think there may have been a misunderstanding. Our goal is always to provide high quality service and products. We invite you to contact us again to discuss this further."

Responses to humorous reviews

Playing the game

If the tone of the review is humorous and light-hearted, adopting a similar tone can strengthen the connection with the customer.

Example:

• "Glad to hear our spaghetti carbonara dish made your day extraordinary! Come back soon, the secret sauce is waiting for you."

In praise of a sense of humor

Complementing a customer's sense of humor can create a friendly, relaxed atmosphere.

Example:

• "Thanks for the humorous feedback! Your smile is what we're looking for above all else. See you soon for another slice of laughter (and pizza)!"

Responses to repetitive reviews

Personalization while following a template

When responding to similar reviews frequently, it's possible to follow a response template while customizing slightly for each user.

Example:

• "Thank you [Name] for your loyalty and constant feedback! We take your feedback to heart and work every day to exceed your expectations."

Highlighting continuous improvements

Showing that frequent feedback leads to concrete improvements can encourage customers to continue submitting their reviews.

Example:

• "Your feedback is always appreciated, and thanks to you, we've recently added a few new dishes to our menu. We hope you enjoy these new additions during your next visit."

Answers for customer loyalty

Loyalty program

Incite the customer to join a loyalty program for special benefits on future visits.

Example:

• "Thank you for your positive review! Did you know we have a loyalty program? Sign up the next time you visit to enjoy many benefits."

Promotional offers

Propose special offers to loyal customers to motivate them to return more often.

Example:

• "We're glad you enjoyed your meal! We'd love to offer you a 10% discount on your next visit. See you soon!"

Importance of reviews

Encouraging customers to leave reviews

Actively encouraging satisfied customers to leave reviews helps build a positive online reputation.

Example:

• "Your reviews mean a lot to us! If you enjoyed your meal, please feel free to share your experience on OpenTable."

Valuing all feedback

Make customers understand that every review, whether positive or negative, helps us to constantly improve.

Example:

• "Every feedback is an opportunity to improve. Thank you to all our customers who take the time to share their experience."

Effectively managing customer reviews on platforms like OpenTable is a real asset for any company wishing to optimize its online reputation. By using these response templates, restaurateurs will not only be able to improve the perception of their establishment, but also lastingly engage their customers.