It’s not surprising that customers voice negativity when expectations are not met. Through the lens of the food industry, this could have a major impact on the number of customers that decide whether or not to dine with a business. A study conducted on an e-commerce website showed that the terms “disappointed” or “disappointment” were used 20,000 times due to misleading information about the products and services offered. The key is understanding your customers and their expectations. Through communication with the customer, whether that be in person or through technology, situations can be remedied-stopping negative reviews before they happen. However, steps can be taken to prevent these reviews and ensure that every customer has a pleasant experience. If a customer is unhappy and feels as though they were not heard, or if there was no action taken to rectify the situation, it could result in a negative review. Many factors contribute to a negative customer experience. Most customers do not sit down at a restaurant with the intention of leaving a negative review. Since 79 percent of customers put as much weight in online reviews as they would recommendations from family and friends, it’s critical to nip negative reviews in the bud. Now, with review platforms such as Google, Yelp and Facebook, to name a few, unhappy customers can share their discontent causing further damage to a business. A single negative review can drive away 22 percent of customers and three negative reviews can drive away 59 percent of customers.īefore the digital age, if customers were unhappy with their experience, they would simply share their unpleasant experience via word of mouth. 86 percent of customers hesitate to purchase from companies with negative reviews. Negative reviews are a detriment to restaurants since they impact not just reputation, but revenue as well. By strategizing to avoid these harmful negative reviews, you can see direct growth and improvements in guest relations. Customers can be stopped in their tracks by negative reviews, keeping your business from growing the way it should.
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