How To Do Review Audits That Turn Clients’ Worst Reviews Into Actionable Solutions

Customer Issue Summary

Now, write a summary of your findings for the owner. For Blue Dragon, a summary might look something like this:

You have a 3.5 star average rating on Yelp and a 4.2 star average rating on Google. You have hundreds of positive reviews from customers who love your food and really enjoy the atmosphere of your restaurant, but three issues repeatedly surfaced in reviews from customers who weren’t satisfied with some aspects of their experience. These issues are: the high level of noise in the restaurant, the small size of the portions and an overuse of salt in various dishes.  A few reviews also mention burnt food being served, but unless this continues to surface, the issue was likely isolated.

Suggested Solutions

Finally, offer specific suggestions for addressing each issue that has been surfaced. Your suggestions might read like this:

We have three real-world suggestions for resolving these areas of customer dissatisfaction:

1. Hold a meeting with the chefs and plan at least one new deluxe ‘hungry man’ menu item that will be more filling for extra hungry customers.
2. Hold a meeting with the chefs to discuss quality control regarding the exact portions of salt to be used in each entrée. Be sure every chef knows the restaurant’s standardized recipes.
3. Contact local contractors to discuss options for better soundproofing the restaurant to see if it would be feasible/affordable to make some changes to improve the acoustics.

Once these 3 solutions have been investigated/implemented, please respond on pertinent reviews to let your customers know what you’ve done to address their problems they took time to report. Express gratitude for their suggestions and showcase your responsiveness.

Customer Issue Summary

Your restaurant has an enviable 4 star average rating on Yelp which speaks very highly of customers’ experiences there. However, three specific problems are being repeatedly cited in reviews: wait staff is not friendly enough, food sometimes comes to the table cold and the décor is showing some wear.

Suggested Solutions

1. Hold monthly training meetings with entire wait staff for the next six months to review basic hospitality best practices. Emphasize cordial first greetings and attentive care throughout the dining experience. Incentivize improvements if necessary or consider new hires. Be sure all new hires are thoroughly trained in basic hospitality practices.
2. Hold a meeting with kitchen staff to discover production line problems that are resulting in cold food. Are items being pre-made? Insist on fresh, hot food and develop a kitchen flowchart that ensures this.
3. Hire a local designer to assess the current décor and develop an affordable refresh of table wares. New linens may be necessary, as well as new seat covers.

Once these issues have been resolved, be sure to respond on the appropriate reviews to let your customers know you listened, cared and took action and that you hope they’ll visit again to experience the changes for themselves.

Customer Issue Summary

Given the fact that Antoine’s is credited with creating and setting the historic standard of New Orleans cuisine, it hurts to see only a 3 star rating on Yelp and 3.7 stars on Google. Despite the many ecstatic reviews the establishment has received over the years, there seem to be three fundamental issues that need to be addressed: the current wait staff has not been trained up to the restaurant’s historic high standards, prices are often perceived as too high for the quality of food being served, and, there is a sense that Antoine’s is resting on its well-earned laurels by catering to tourists rather than winning local patron loyalty these days.

Suggested Solutions

1. We understand that Antoine’s has always offered an elite dining experience and that a proud bearing among the staff can actually lend to the mystique of an establishment, but in these days of instantly-shared social reviews, a reputation for rudeness and poor service isn’t a recipe for success. Hold monthly meetings with all wait staff to set standards for company culture and be sure every new hire is thoroughly trained in the menu.
2. Fine diners expect to pay top prices, but numerous complaints of disappointment in actual food quality are creating an impression of a disconnect between what you charge and what you deliver. Antoine’s kitchen hires must ensure that all chefs are able to produce classic dishes in a masterful fashion. Hold bi-monthly cooking classes for the next six months in the kitchen to be sure every chef is capable of retaining his job. Make new hires if necessary.
3. Our assessment of your reviews hint at an identity crisis for the business. Does Antoine’s need to rely mainly on tourists who may arrive in numbers but with unrealistic expectations of classic dishes and traditional service? Or, does Antoine’s want to bring back its original, local clientele to make up at least part of every meal served? If the latter, a social media and off-line media campaign should be developed, welcoming neighbors back to the restaurant with the regional cuisine, expertly prepared, that Antoine’s and New Orleans have made famous.

Customer Issue Summary

For nearly a century, the Adolphus has offered a one-of-a-kind stay in the Lone Star State and many guests are completely thrilled with the history and architecture of the hotel. However, there are some critical issues – some of which would be considered illegal or hazardous – which are putting the business at grave risk. These issues relate to problems with: the valet staff, including accusations of theft, inadequately stocked and cleaned rooms, and outdated fixtures, including a dangerous situation with inadequate lighting. 

Suggested Solutions

1. The Adolphus must absolutely contract with a new valet service and respond to every review containing an accusation of theft, aggression or negligence to let customers know that you have listened and engaged a new company. Given the illegal matters alleged in some of these complaints, we further recommend that you seek legal counsel regarding reported incidents to get professional guidance in resolving these matters with the current contractor and your past guests. The Adolphus must make every effort to resolve this as quickly as possible.
2. Every guest has the right to expect a spotless room fully stocked with the usual amenities. There appears to be an on-going issue with missing towels, dirty beds and dirty floors. We recommend that a weekly class be given for the next 2 months to all cleaning staff to teach the exact standard of cleanliness to be carried out by all housekeeping team members. If employees fail to pass a cleanliness test at the end of this 8-week period, they must be replaced. Classes must be detailed, including how beds are to be made and refreshed, how floors are to be vacuumed, bathrooms cleaned and all surfaces dusted.
3. Additionally, all house cleaning staff must be equipped with a print or digital checklist of every item that should be present in a readied room, including towels, soaps, etc. Finally, desk staff must be given a list of exactly whom to dispatch when new linens or amenities are requested so that such requests are honored promptly. Staff who fail to show adequate care in this regard, after appropriate training, should be replaced.We understand that the Adolphus is currently undergoing important renovations that should resolve some or all of the complaints of dated, broken or inadequate appointments in the rooms. These upgrades, when accomplished, should be highly publicized on the website, third party PR outlets and on the appropriate user reviews. It would be nice if the Adolphus would offer a second-stay-discount to some of its past guests who have been especially inconvenienced by outdated appointments. We highly recommend that reliable Wi-Fi and adequate power outlets form an integral part of the renovations, given the tech needs of the modern traveler. 
4. However, the paramount concern being cited in this category of complaints relates to inadequate lighting, which could lead to accidents and legal actions. As the renovations will likely take some time, we recommend that a temporary solution be found immediately. Speak with local contractors about installing at least one bright, temporary light in all bedrooms and bathrooms currently insufficiently lit. It could save guests from hospital trips and The Adolphus from litigation.