RAS Website

Overview

Reviews influence discovery and conversion. Your responses show future customers how you behave when things go wrong.

Key takeaways

Respond to negative reviews within 24–48 hours.
Never argue publicly.
Be specific — avoid copy-paste tone.
Track recurring themes and fix root causes.

Response principles

Thank them
Acknowledge the issue
Apologise (when appropriate)
Offer offline resolution
Keep it short and calm

Templates (free, export-ready)

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These are designed to export cleanly as a PDF worksheet.

Review response library (copy/paste)

Scenario	Template	Personalise with
Positive review	Hi [Name], thank you for visiting. We’re glad you enjoyed [dish/moment]. Hope to welcome you back soon.	Dish + staff member name
Negative review	Hi [Name], thank you for sharing this. We’re sorry about [issue]. This isn’t our standard. If you’re open to it, please contact us at [email/phone] so we can make this right.	Issue + next-step contact
Unverifiable / suspected fake	Hi [Name], thank you for the feedback. We’re unable to match the details shared, but we take concerns seriously. Please contact us at [email/phone] with your visit details so we can investigate.	Contact + calm tone

Monthly review routine (fill-in)

Month	Rating trend	Top 3 complaint themes	One fix per theme (owner + due)	Notes

🔒

Members get the full Review Response + Crisis Comms Scripts Pack with escalation workflow and premium scripts.

How to get more reviews (ethically)

Ask happy customers at the right moment
Use QR at cashier / receipt insert
Follow up post-visit (with consent)

Monthly review routine

Review rating trend
Review top 3 complaint themes
Assign one fix per theme