From the Angry Chef (AKA Atlanta Chef Ron Eyester) taking to Twitter to share his fiery opinions on guest complaints to South Park episode You’re Not Yelping, which mocks Yelpers for their self-importance, it’s fair to say that the Yelp reviewer backlash is nowhere near its end. In fact, more recently, Mark Nery, owner and chef of Denver restaurant Onefold, got some attention for his snarky response to Yelp reviews.
So with the fire obviously still burning hot, DiningOut.com decided to ask their Chef Panel how they respond to Yelp reviews. Here’s a look at they said.
“At Vesta, we like to take a proactive approach to both good and bad reviews. With different online forums, we have different abilities to respond, depending on if they leave contact information or not. Any time there is something great or poor, we try to take the time to respond directly to the guests. Especially when we feel that someone has truly had an unpleasant time, was disappointed with something, or even just not thrilled with the entire experience, we reach out to address the concerns specifically”
“I prefer the sport of trying to turn them around. It doesn’t always work, but it’s more enjoyable than getting all fired up and hitting them back. I look at that as dropping to their level of emotional IQ, and why dumb yourself down on purpose?”
“Accept them for what they are and take the higher road”.
“Edible Beats has a simple philosophy: all Yelp reviews (or any online reviews for that matter) should be responded to—good, bad, and indifferent. To be able to connect with Yelpers … allows us to communicate hospitality after the guest has left the restaurant. Even if we messed up their experience when they were at one of the restaurants, we’re hungry to win them back and exceed their expectations—sometimes a simple email to a Yelp reviewer does just that.”
“You should respond to a bad Yelp review with class. They already showed their hand by talking on Yelp. Therefore, there is no need to be defensive or lash out with backhanded compliments and gratitude.”
“It would be better and more productive if customers voiced their displeasure at the time of service and not waited to get home and send ranting emails filled with bad grammar at two in the morning. We have empowered our staff to deal with issues as they come up.”
Check out what the rest of the DO Chef Panel has to say about responding to Yelpers on DiningOut.com→