Popmenu allows you to take back control of how your customers interact with your brand online. Customers can leave reviews right on dish items on your Popmenu website. You can accept, reject, and/or respond to each of these reviews.


Table of Contents:

  1. How to View New Reviews

  2. How to View New & Existing Reviews

  3. How to Action on Reviews

  4. Ideas on How to Respond to Bad Reviews

  5. Negative Review Response Examples

How to View New Reviews

  • Go to my.popmenu.com

  • Select Dashboard

  • Select Overview

  • Go to the Tasks section of the Overview page and see all your new reviews

How to View New & Existing Reviews

How to Action on Reviews

Reviews through your website can be responded to in multiple ways you can simply accept or decline that review. If accepted, the review will be displayed on the menu item your customer-reviewed. You can decline and not show up on your website to safeguard your brand. You can also respond to a review whether you accept or decline it!

  • Accept – An accepted review will show up on your menu item page on your website.

  • Reject – The review will be solely yours to view and review and will not show up on your website or any relevant searches.

  • Reply or Reject & Reply – A private reply will be sent from the brand to the follower who submitted the review.

  • Accept & Reply – A reply will be sent from the brand to the follower who submitted the review. This reply will also post on your website.


Ideas on How to Respond to Bad Reviews

Opening Statements:

Lead with empathy – Leading a response with empathy can go a long way to earning back the trust of your customers who have had a poor experience.

Negative Review Opening Statements:

  • We are disappointed...

  • We are sorry...

  • We appreciate your feedback...

  • We hope you’ll give us another chance...

Body:

Embrace customer feedback and reiterate their issue. Detail how your restaurant will fix the problem going forward.

Closing Statement:

Reiterate that you are taking these matters seriously, and close with an invitation to return! (Bonus Points – create and send them an offer!)

Negative Review Response Examples

Bad Food
Hello, I am sorry to hear that you did not enjoy the menu items that were served to you. All our dishes are prepared with nothing but fresh and high-quality ingredients, as we want to only serve dishes that we are proud of and would like to further apologize that it did not come across that way to you! Please be assured that this will be an isolated incident and not a true representation of our business. We thank you for your feedback and hope that you will give us another try soon!

Bad Service
Hello, it is disheartening to learn about the service that was provided to you during your visit. All staff members are trained to be as professional, efficient, and welcoming as possible. We apologize that it did not come across that way to you. Customer service that is not provided to its full potential is unacceptable and will be addressed immediately! I would like to assure you that this is certainly an isolated occurrence and not a representation of how we normally operate as a business. For our sincere apologies, please present this reply to our staff the next time you dine in or take out and order with us and we’ll discount your meal 25%.

Did this answer your question?