Understanding the role of reviews in today’s dining scene has become increasingly important, shaping experiences for both consumers and small business owners. We are living in a time when we rarely make decisions involving our time, money, or energy without ensuring the experience will be positive—or at least knowing what to expect. Reviews have become an integral part of our lives, whether for products we plan to consume or services we intend to use.
As a food enthusiast and chef, I can attest to the power of a good review—it can shine a spotlight on hidden gems in the darkest alleys that people deserve to know about. It can inspire others to take a chance on trying something new, potentially generating enough support to help sustain the business. It’s inevitable that we’ll use review services, especially when we’re in unfamiliar locations and lack the resource of asking someone we trust for recommendations.
In the kitchen, many industry workers often scoff at "Yelpers" and others who leave reviews—and often for good reason. The reality is that our business reputations can now be publicly influenced by anyone who creates an account on a website. That’s a daunting thought. Statistics show that 91% of Americans rely on reviews before choosing a place to eat.
So, how can we use these platforms to positively benefit the restaurant industry as a whole? How can we provide constructive feedback when a business misses the mark without destroying its reputation or lowering its rating?
Earlier this year, I started leaving Google reviews for restaurants where I had positive experiences. I’m usually more inclined to want to leave a review for a restaurant that isn’t as busy as I know they’d like to be. A local Japanese restaurant called "Tenkatori" on Sawtelle Blvd was the first review I left. The owner, Tatsu, uses his family’s recipe, which has been around for over 70 years, to fry various cuts of chicken. My personal favorites are the cartilage and gizzards because of their fun, crunchy texture. I know my $20 check every couple of months isn’t enough to keep Tatsu in business, but a positive review on Google could help others discover his fried chicken and improve the restaurant’s overall reputation.
While traveling in Japan earlier this year, my wife and I loved wandering off the beaten path and visiting less populated cities to explore small izakayas and restaurants. Many of the places we dined at were incredible, but surprisingly not busy. While location played a role, these restaurants had one thing in common: not many reviews online. We all know that when the food is good, people will travel and wait in long lines to try what everyone is raving about.
If we stumbled upon a restaurant like this, I’m sure others have as well. Yet, I couldn’t help but think, "I’d hate to see this restaurant gone the next time we visit. But if they’re this slow on a Saturday night, how will they stay open?"
Breaking down the standard 5-star scale to percentage, each star represents 20 points. A 3-star rating equates to 60%—what do you think when you see a 3 star restaurant?
It’s wild that society relies so heavily on these reviews and allows anyone to influence ratings without verifying the credibility of the reviewer. Basic math shows how detrimental a few 1-star reviews can be to a business’s rating. I’m not saying there isn’t a time and place to highlight a bad situation, but I suggest carefully considering what you’re sharing before dropping a bomb. If a restaurant overcharged you for a bottle of wine and refused to refund you, that’s worth mentioning. Leaving a 1-star review because of a pin bone in your salmon? That’s absurd.
What Can We Do to Support the Places We Love?
It’s simple: share a review you’d appreciate seeing when deciding where to grab a quick bite, coffee, pastry, or enjoy a memorable evening. Talking about these places with others can help, but leaving a review online or sharing a picture can multiply growth exponentially. Time doesn’t always allow for writing a review, but it’s one of the best gifts you can give to the business owners in your industry—and it’s free.
How Do We Share Criticism Constructively?
Think twice before writing a bad review and remember the impact it could have on that business. If something went wrong, try speaking with the customer facing employee or even a manager.
Whether you’re dining at a Michelin-starred restaurant or grabbing a matcha at a local café, the business owner wants you to be satisfied. If something seemed off or a mistake was made, use your voice to let them know. Start with this approach, and I’m confident 95% of the time, your issue will be resolved. If you discover a missing item in your takeout order after driving 20 minutes home, call the restaurant and request a refund. Mistakes happen, and we should extend grace to those serving us, even when we’re paying for their services.
- JM
