Why Google Reviews are Your Restaurant's Most Valuable Asset
If you’re running a restaurant in Brisbane, from a casual cafe in West End to a fine-diner in Eagle Street, you already know that word of mouth is everything. In 2024, that word of mouth has moved almost entirely to Google.
I’ve looked at the numbers for dozens of local hospitality businesses, and the data is clear: restaurants with a 4.5-star rating or higher get significantly more phone calls and booking clicks than those sitting at 4.0 or lower. It’s not just about looking good; it’s about appearing in the top three results when someone searches for "best steak near me" or "Italian restaurant Brisbane."
Most of what you hear about "gaming the system" is rubbish. You don't need a degree in computer science to win here. You just need a system that works while you’re busy in the kitchen or on the floor.
The Real Cost of Ignoring Your Reviews
Let’s talk money. Every time a potential customer sees a 3.8-star rating next to your name, they keep scrolling. That is a lost table of four, a lost bottle of wine, and a lost regular customer.
I recently spoke with a bistro owner in Paddington who was frustrated because their food was better than the place down the road, yet the competitor was always packed. The difference? The competitor had 400 reviews and a 4.7 rating. Our client had 42 reviews and a 4.1. Even though the food was better, the perceived risk for the customer was higher at our client’s shop.
If you want to pack your tables consistently, you have to treat your Google profile like your front window. If it’s dirty and uninviting, people won't come in.
Trend Analysis: What's Changing in 2024?
1. Quantity is no longer enough
Google is getting smarter. It used to be that whoever had the most reviews won. Now, Google looks at how recent your reviews are and what people are actually saying. If your last five-star review was from 2022, Google assumes you’ve gone downhill. You need a steady stream of new feedback to stay relevant.2. The Rise of "Photo Reviews"
Customers trust photos from other diners more than your professional food photography. When a customer posts a photo of your signature dish, Google’s AI actually identifies what that food is. If someone searches for "crispy pork belly," and you have twenty reviews with photos of your pork belly, you are going to show up first. This is how you get more customers without spending a cent on traditional ads.3. Owner Responses Matter for Sales
Data shows that customers are 70% more likely to visit a business that responds to reviews. Why? Because it shows you care. It shows that if something goes wrong, you’ll fix it. I see too many Brisbane owners ignoring their reviews. That’s like a customer giving you a compliment in person and you just walking away without saying a word.How to Get More Reviews (Without Being Annoying)
You don’t have time to beg every customer for a review. You need a process. Here is what I’d tell a mate to do if they wanted to see results in 30 days:
The "QR Code on the Bill" Strategy
This is the most effective way to get reviews in real-time. Don't just put a generic QR code on the table; put it on the bill folder or the receipt. When the customer is happiest—right after a great meal—make it easy for them.Cost: $0 (if you print it yourself). Time to see results: 1 week. Pro Tip: Use a link that takes them directly to the "Write a Review" page, not just your Google profile. Every extra click you save the customer increases the chance they’ll actually do it.
The Staff Incentive
Your floor staff are your best assets. Start a friendly competition. Whoever gets mentioned by name in a five-star review gets a $50 bonus or a bottle of wine at the end of the month. I’ve seen this work wonders for a cafe in Bulimba. The staff started introducing themselves by name and providing better service, which naturally led to more reviews. It’s a win-win.The Follow-Up Text
If you use a booking system, you have the customer's phone number. Send a polite text two hours after their booking: "Hi [Name], thanks for dining with us at [Restaurant] tonight! We'd love to hear what you thought. Could you leave us a quick review here? [Link]"What is a Waste of Money?
Do not buy fake reviews. I cannot stress this enough. I’ve seen Brisbane businesses get their entire Google listing deleted because they paid some "expert" $500 for 100 five-star reviews from overseas accounts. Google isn't stupid. They can tell when 50 reviews come in from accounts in India for a fish and chip shop in Wynnum. Once you’re banned, it’s a nightmare to get back. It will kill your business overnight.
Also, those expensive "review management" software platforms that cost $200 a month? Most small restaurants don't need them. You can do 90% of the work yourself with a QR code and a bit of staff training.
Handling the Dreaded 1-Star Review
It’s going to happen. Someone will have a bad night, or they’ll be having a bad day and take it out on you.
1. Don't reply angry. Wait 24 hours if you have to. 2. Be professional. "I’m sorry we didn't meet your expectations. We’d love to make it right—please contact us at [email]." 3. Move the conversation offline. Don't argue in the comments.
Potential customers aren't looking for perfection; they’re looking for how you handle problems. A classy response to a nasty review can actually win you
more customers than a five-star review would.Your 30-Day Action Plan
If you want to see more phone calls and bookings, here is what you should do first:
Week 1: Claim your Google Business Profile if you haven't. Update your hours and add 10 high-quality photos of your best-selling dishes. Week 2: Create a QR code that goes straight to your review page. Put it on your receipts or bill folders. Week 3: Brief your staff. Tell them why reviews matter (more customers = more shifts/job security) and start a small incentive.- Week 4: Respond to every single review you’ve received in the last month. Yes, even the short ones.
At Local Marketing Group, we help local businesses cut through the noise and focus on what actually brings in money. If you're tired of guessing and want a partner who understands the Brisbane hospitality scene, let's chat.
Ready to grow your restaurant? Contact Local Marketing Group today.