And yet, many restaurants are turning to this review site to manage their wait lists. Review sites like Yelp are trying to sell restaurateurs on a system that would recommend customers post a review while they’re waiting for a seat. If you’re using a review app to manage your restaurant’s waitlist, you’re sending people to a review site at the exact moment they’re most likely to be annoyed by having to wait.Īccording to The Street, two of the top restaurant complaints are an unexplained wait and slow service. But that doesn’t mean we don’t hate waiting. We all know that there are certain times we can expect a crowd at our favorite restaurants. Here’s why… Sending diners to a review site while waiting in line can increase negative reviews It seems a number of restaurants aren’t happy with the platform and are looking for alternatives. But what about the conflict of interest this creates for businesses? Based on our research and the opinions of some industry experts, it’s clear that there must be a compromise solution that provides a great experience for customers without being detrimental to restaurant operations and brand perception. Having easy access to a review platform and the ability to book a reservation is a win for consumers – we aren’t here to debate this fact. Although using one platform for everything – from waitlist management and operations to diner reviews – seems like a good idea, we began to wonder… Who really wins and loses when a diner review site starts managing a restaurant’s waitlist? Yelp’s acquisition of NoWait in March of 2017 brought them a large number of restaurant clients who may not necessarily approve of Yelp’s service or practices. Since it’s a big name that most everyone knows, many diners are jumping on board but restaurant operators have been feeling wary of implementing Yelp’s new features. With the introduction of ‘Jump Into Line’ and other features, Yelp is making waves in the restaurant waitlist market. |By NextMe Diner Review Sites and Waitlist Management – The Inherent Conflict of Interest
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