Get More Reviews

How to get more reviews, and how they drive revenue.

So why get more Google reviews in the first place? 

1. Conversions

Review quantity and review score play a key role in decision making.

Example

A diner is planning to go to a restaurant and they're comparing Google reviews.

4.2 after 123 reviews, or

4.2 after 8567 reviews

All other things being equal, diners will generally prefer the more popular place.

Then;

4.2 after 8567 reviews, or

4.8 after 8567 reviews

All other things being equal, diners will generally prefer the higher rated place.

2. Traffic (Google SEO and AI)

Review quantity, review scores and review velocity (how frequently and consistently you get reviews) are all local, and AI search, ranking factors.

This means that brands that get more reviews generally see an improvement in organic SEO / AI search results, helping them get more visibility (traffic). 

Example

Restaurant A is ranked in position #1, on the map, for a specific keyword

Restaurant B is not on the map.

Restaurant A gets visibility with 10,000+ more diners per year.

Generally speaking, restaurants with more, better, consistent reviews not only convert more interest, but earn more interest. So how do you get them?

TLDR: Just ask

If you serve 400 tables each week, ask 100% of the time, and just 10% of tables leave a review then;

400 x 52 x 0.1 = 2080 reviews / year

How do you get staff to ask 100% of the time?

Try making this a mandatory part of the sequence of service, and help them with a script so the language feels right. Some brands we work with have created an incentive scheme that rewards staff for getting reviews.

How can you get more 5 star reviews?

If you knew that your staff were going to ask for a review, how would you engineer the guest experience so that it exceeded expectations - and the diner was more likely to leave a positive review? Asking should feel rhetorical not hopeful.

Can you use email to ask instead?

Yes - the post dining 'thank you' email can request a review, and with some clever wording, should ask for feedback where the experience wasn't as expected - to help mitigate getting bad reviews.

Example sequence

The host seats a first-time diner at one of the good tables

Wait staff asks if this is their first visit (rhetorical)

Chef sends a complimentary something as it's the first visit

When bringing the bill, wait staff includes some free drinks cards for next time 

Wait staff asks if everyone had a good time

If yes, wait staff asks for a review (using the script)

Post dining 'thank you email' requests review with link to Google

Every brand will do this their own way. One of my favourite restaurants gives you a sourdough loaf to take away as part of the farewell sequence.

Getting more reviews comes from asking more frequently. But asking will feel awkward if you haven't exceeded customer expectations. Exceed customer expectations and the benefits from loyalty will outweigh the value of getting reviews.