How do take-away merchants reply to bad reviews?

Evaluation is an important part of store marketing. When many customers choose restaurants and dishes on the take-away website, they will not only browse the price and sales volume of the dishes, but also specially check the evaluation of the store. They hope to find out the experiences of other customers from the evaluation.

Give bad reviews to taste questions.

Example of reply:

Sorry, it is possible that our food is not to your taste. We will continue to work hard and improve, and strive to make the food the best and meet the needs of all diners. Thank you for your valuable advice. Welcome to visit again!

(Note: Put yourself in the other person's shoes first. If it is a taste problem, you can explain the reasons appropriately, state the improvement and eliminate customer dissatisfaction. )

02

The price is too expensive to give a bad review.

Example of reply:

Thank you for your patronage, and we will definitely refer to your opinions. Our shop has always insisted that every dish should be cooked with heart! Let you enjoy better quality.

(Note: In the eyes of customers, there are actually no expensive dishes, only dishes that are not worth the price. In this regard, we can explain the raw materials and production technology of the dishes to customers, so that customers can feel their value. )

03

The delivery time is too long to give bad reviews.

Example of reply:

Hello, we are deeply sorry to have kept you waiting. Due to the bad weather, the delivery speed has slowed down. In this case, I hope you will forgive me and wish you a happy life.

(Note: While apologizing, explain to the customer the reasons for the slow delivery. As long as the attitude is sincere, most people can understand and explain. )

04

The goods were missed and sent to bad reviews by mistake.

Example of reply:

I'm really sorry. Due to the huge amount of orders in the peak period, the staff made mistakes in their busy schedule. It is really our fault to send you a meal less. We will send you another copy immediately and optimize our order delivery process as soon as possible. I hope I can give you a perfect dining experience next time. Thanks for your support.

(Note: Take the initiative to apologize first, and then make compensation measures to make up for the loss of customers. )

05

Error assessment

Example of reply:

Dear guests, I'm sorry that the dishes you commented on are not available in our store. Did you accidentally make a mistake? Thank you for coming to our store. I hope you can revise this evaluation. Your support is our greatest motivation.

(Note: the mistake of commenting on "Zhang Guan Dai Li" was originally to comment on the evaluation result of merchant B on merchant A. In this case, you can answer the customer in time and clarify the situation. )

Remember, don't use offensive language when replying to customers' comments, be very polite and have basic literacy and manners.

Recommend the use of small assessment results.