Should Restaurant Owners Be Worried About Reviews During COVID-19?

Under normal circumstances, restaurants regularly receive feedback and reviews from guests and diners use those public-facing comments to decide where to go next.

But should your restaurant be focused on reviews right now?

While it’s something you should always keep an eye on and have a process ready to manage any incoming reviews or feedback you receive, it’s probably not a top priority — for you or your customers. Even Google Reviews temporarily shut down after COVID-19 lockdowns started being enforced. While it’s again accepting reviews, consumers have more pressing matters on their minds than to leave you a 1-star review on Yelp or Google.

So, what should you be focusing on instead? Here are some ideas:

1. Strengthen Your Takeout and Delivery Processes

As of right now, most restaurants don’t have to worry about managing the in-house dining experience. While that may soon change as restaurants open up their patios and other outdoor dining areas to guests, it’s important to focus on ways you’re able to directly interact with customers for now.

For most restaurants, this means takeout and delivery.

Are things going as smoothly as they possibly can for you and your team? If not, identify the weak spots and bottlenecks that are keeping you from processing orders correctly and getting them out to your customers on time and in good shape.

2. Keep Your Site Updated

Have a look at your website as it stands today. Will customers know right away:

• What your hours of operation are?
• What kind of dining options are available?
• Where to go to place an order, buy a gift card, or make a reservation?

If this information isn’t readily available, customers are likely to equate the lack of preparedness online with a lack of preparedness in person. So, make sure your site is up to date now and as circumstances change.

3. Be Present on Social Media

People are spending a lot of time online these days, and they want to see things that are going to make them feel good; not be reminded of the things they can’t do that they could’ve a few months ago. So, just focus on being present and engaging with your local community on social media.

Some things you can do:

• Ask questions, conduct mini surveys, and be an active participant in the comments section.
• Show customers how you’re addressing COVID-19 concerns, like with the takeout window you built or your new queuing procedure.
• Record videos and take photos of customers and show how your local and loyal base is being respectful of one another.

Don’t forget to show your love for other restaurants in the area. Share their content, engage with them, and focus on staying strong together. Customers will gravitate to the strong sense of community.

4. Put a Spotlight on Safety

As can be expected, safety is a huge concern right now. This goes for both your customers as well as your team.

As far as your team is concerned, you want to make sure you’re doing everything you can to make them feel safe and to actually keep them safe. That means following all the normal safety guidelines you would in-house as well as taking extra precautions as directed by your local health department.

Personal protective equipment (PPE) is a must. You might also decide to develop contactless methods for getting food into the hands of customers. Customers should be required to wear PPE when coming in contact with your restaurant and team as well.

That said, there’s more to getting through this than protection. Education is important, too. According to Dr. Don Schaffner, a Rutgers University professor and food science specialist:

“I know people are worried, but from what we know currently about the virus, it’s safe to eat food prepared at restaurants so long as you take the proper precautions — in particular hand-washing.”

Sharing these kinds of sources — along with guidance from governing bodies like the FDA and CDC — with customers will help put everyone a little more at ease.

5. Work on Your Business Continuity Plan

Many restaurants were not prepared for the havoc the coronavirus wreaked on the industry and about 20% of restaurants are expected to shutter their doors as a result. For those that have made it this far, it’s extremely important to put a business continuity plan in place or to strengthen an existing one.

This means:

• Creating new ways to stay in business even if dining is off the table.
• Staying informed about what’s happening in your area, so you can anticipate and prepare for upcoming changes.
• Know what your options are for financial assistance. While some restaurants have been fearful of using the paycheck protection program, it’s good to be aware of what your options are when it’s needed.

Wrap-Up

The more you can ease into the business model necessitated by coronavirus, the better your restaurant will be able to handle any sort of crisis in the future. And the more adaptable your restaurant becomes, it’ll be better able to provide customers with a great experience, no matter what.