FAQs

Q. How can I get my current lifetime review scores and document the number of 5 star reviews my company needs to reach higher level scores?

A. M6 degrees will gladly provide that information to you.

Q. Why do so many millennials rely on review sites before deciding which restaurant to dine at or order from online?

A. Okay, they are not being picky or spoiled—they just don’t want to waste time or money. They also want to avoid a poor dining experience. Many surveyed have stated that they won’t choose a restaurant with a rating lower than 4.5.

Q. Why do we need to respond to positive reviews along with negative ones. Aren’t they telling us they are happy?

A.Yes, EVERY single review should be responded to quickly. This is your opportunity to thank your loyal guests, invite new ones to join your VIP club, inform them about upcoming menu items, and encourage them to visit again soon. This is called positive engagement, and it’s an asset to your company—a very valuable one!

Q. What can I learn from responding to negative reviews?

A. Responding to negative reviews allows you to quickly resolve issues that might otherwise affect a larger number of guests. Often, simply acknowledging a guest’s concern is enough to regain their trust and affection for your restaurant. This can create a stronger bond, and they may even become one of your best referral customers.

Q. How can I get my staff to buy into using reputation management to improve our overall ratings?

A. Share the benefits, such as increased traffic and revenue, to help offset higher food costs. Incorporate desired rating scores into managers’ bonus programs. Create contests to encourage staff to increase the volume of reviews. Once they see the results of happier guests mentioning their names in 5-star reviews, the culture begins to shift. From the dishwasher to the general manager, everyone will strive for 5-star reviews. They all take ownership!