This document discusses the importance of reputation management for restaurants. It notes that reviews on sites like Facebook, Yelp, and Google influence customer decisions. The document provides tips for managing a restaurant's reputation including claiming business profiles on these sites to respond to reviews, addressing existing bad reviews by contacting customers, and using search engines to monitor comments. It emphasizes taking responsibility for reviews, facilitating communication with customers, and asking existing satisfied customers to leave positive reviews to push back bad reviews. The overall message is that reputation management, including creating a social media presence and emotional connection with customers, can help restaurants attract new customers and increase sales from repeat customers.

1. Restaurant
reputation, will
make or break your
business!
By: Lisandra Pagán, PhD.

2. In a reviews based business?
For restaurant owners reputation should be a priority. As we know,
we live in a world where sites like Facebook, Yelp, Google, etc.
influence buyers’ decisions.
Then, why not plan for bad reviews and include a strategy for
managing your business’ reputation?

3. 1. Intro
Reputation management
➔ What? Strategies to manage bad
reviews, complaints, and
harmful social media actions or
comments.
➔ Why? Because bad reputation
will kill your business as it
pushes away new or returning
customers.

4. Bad reviews on public
profiles?
Claim the profile and
take action.
Tip
Many restaurant owners
never claim their
business profile.
Platform users become
the only ones managing
your reputation

5. Already there?
Address them!
Send a short message to the reviewer and
ask them for clarification and offer a remedy
(another chance to visit and make it right,
show them you care).
Tip
Remember: people like
to read, look at pictures,
and videos.
If what they see or read
is not good or appealing
you will not get the
customers.

6. Use Google and restaurant
review platforms to find
what people are saying
about your restaurant, and
again manage your
reputation.
Tip
Don’t wait until you have
no clients to read what
people are saying.
Use search engines to
find your business and
address comments!

7. 2. The Problem
Business reviews has been instrumental for
the growth of many businesses, but have also
contributed to the failure of many more.
➔ YOU
Take responsibility and show your
clients you care about what they have
to say. Show them that you are a
person.
➔ THEM
Once they know you care, their
perspective could change, and maybe
their perception of your business.

8. Your business should
be a reflection of you!
Create a social profile for your
business, but remember to add your
personal story.
Create an emotional connection with
your clients. Repeated customers
could be the backbone of your
business.
Tip
Some restaurant owners
don’t know their market,
or their local community.
Make an effort to learn
about the community
and connect with them.

9. What causes do you
care about?
Humans are about connections and
relationships. Add information on the
causes you care about. Maybe sponsor
an event and show them you are part
of it.
Tip
Talk about the causes
you care about, add a
human side to the
business.

10. Facilitate
communication.
Make yourself available for
suggestions, ideas,
concerns.
Tip
Eliminate the suggestion
box!
Have them talk to you!
Send someone after the
food is delivered to the
table to make sure
everything was as
received!

11. Then, help them find
you!
Create a social media presence. One
that you have control of. Remember if
you manage your reputation, bad
reviews will go to the back burner.

12. From unknown to the
place to go!
When you focus on relationships, you are not
only doing your best to manage reputation but
also creating a welcoming atmosphere, a place
that people want to visit.
Tip
Did you know that 80%
of the sales of
successful restaurants
are from repeated
customers?

13. 3. Promote and Ask
In order to send bad reviews to the back
burner you will need: new reviews!
➔ Offer discounts to repeated
customers.
➔ Ask
Ask your clients if they are satisfied
with the service, and then ask them to
leave a review.

14. It’s no surprise restaurants that manage their
reputation have better opportunities to be
found by new customers. Also increase their
sales with repeated customers.
If you are not managing your
business reputation, someone
will do it for you!
It’s time to take control of it!
Tip
Reputation management is
part of planning for
contingencies.
Contingencies are events or
circumstances that can
impede business operations.

15. Let me help you plan and develop strategies for
everyday events that can push your business
to the point of no return.
After all that’s what I do: I help business owners
prepare and recover from everyday crises
Or let’s say inconveniences, to prevent permanent
shutdown or closures.
Visit my website
www.deliberateplan.com or
Schedule your free consultation