Should Restaurants Respond to Google Reviews? The Simple System That Protects Your Brand

Описание: Welcome to the Brand to Table Podcast, the show where restaurant owners and hospitality leaders learn how to stop guessing and start growing real revenue through proven branding and marketing strategies.

In this tactical solo episode, Henry Kaminski Jr. tackles a task that makes most restaurant owners cringe: managing online reviews. If you are ignoring your Google or Yelp reviews because you are too busy or fear the negativity, you are handing the control of your brand's reputation over to strangers.

Henry breaks down why silence is often interpreted as apathy by potential guests and shares his simple, foolproof framework for responding to feedback—whether it’s a glowing 5-star praise or a scathing 1-star critique. You’ll learn how to properly delegate this task without losing your brand voice, why defensiveness is your biggest enemy, and how to use the AAR Method to turn angry critics into loyal advocates.

Key Takeaways: Reputation Management & The AAR Framework

The Cost of Silence: Why leaving reviews unanswered tells potential guests that your restaurant simply doesn't care about their experience.

1. Delegation Dangers: Why handing review management to a GM or server without clear "brand voice" guidelines can actually backfire.

2. The Ego Check: Why getting defensive over a bad review is the ultimate trap, and how to drop your ego to salvage the relationship.

3. The AAR Method: Henry's 3-step formula for crafting the perfect response: Appreciate, Address, and Redirect.

4. Time-Blocking Tactics: How to effectively manage your online reputation by simply blocking out 30 minutes every two days.

5. The "Read Aloud" Rule: The crucial final step you must take before hitting "publish" on any response.

Episode Timestamps
00:04 The Reputation Trap: Why ignoring reviews puts your brand in the hands of strangers.
02:32 Delegation Gone Wrong: The risks of passing off review responses without proper brand direction.
04:57 The Perception of Apathy: What guests actually think when they see hundreds of unanswered reviews.
07:22 The Ego Check: Why getting defensive over negative feedback destroys your credibility.
08:00 The AAR Method: How to effectively Appreciate, Address, and Redirect any review.
10:30 Actionable Advice: How to time-block your schedule to stay on top of review management.

Should Restaurants Respond to Negative Google Reviews?

Yes. According to Henry Kaminski Jr., failing to respond to reviews comes with a massive cost. Potential diners actively scope out review sections to see how a restaurant handles criticism. When a restaurant ignores a negative review, the public perception is that the ownership does not care. Responding to negative reviews humanizes your brand, demonstrates accountability, and provides an opportunity to regain a dissatisfied guest's trust.

What is the Best Way to Respond to a Bad Restaurant Review?

To properly handle a negative restaurant review without escalating the situation, use the AAR Method:

1. Appreciate: Thank the guest for taking the time to visit and for spending their hard-earned money at your establishment.

2. Address: Hit the issue head-on. Acknowledge the deficiency and take ownership without getting defensive or making excuses.

3. Redirect: Take the conversation offline. Offer a way for the guest to reach out privately, and provide an incentive to get them back in the door to experience your true standard of service.

CONTACT & RESOURCES:
Email: [email protected]
Website: www.brandtotable.com

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LinkedIn:   / henry-kaminski-jr  
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