The Reality of Running a Restaurant in Brisbane
You’ve had a massive Friday night. The kitchen was slammed, one of your floor staff called in sick, and you personally ran three miles between the pass and the front door. You finally get home, sit down with a cold drink, and open your phone only to see a notification: 1 Star.
“Waited 40 minutes for a burger. Cold chips. Staff didn't care. Never coming back.”
Your stomach drops. Then you get angry. You know exactly which table it was—the one that arrived late, ordered the most complicated thing on the menu, and seemed fine when you checked on them.
Most restaurant owners in Brisbane—from Fortitude Valley cafes to high-end spots in Eagle Street—react in one of two ways. They either ignore it and hope it goes away, or they fire back a defensive response at 1:00 AM that makes them look like a jerk.
Both of these moves cost you money.
In this guide, I’m going to show you exactly how to handle bad reviews so they actually make you money instead of driving customers to your competitors. I’ve seen this work for dozens of local businesses, and it’s simpler than you think.
Why One Bad Review is a Business Emergency
Let’s be blunt: Google is the new front door of your restaurant. Before someone decides to eat at your place, they check their phone. If they see a string of unanswered complaints or a business owner being rude to customers, they aren’t going to 'give you a chance.' They’re going to book the place next door.
Bad reviews hurt your bottom line in three ways: 1. Lost Bookings: People trust strangers more than they trust your advertising. 2. Lower Search Ranking: Google likes active, well-reviewed businesses. If your rating drops, you stop showing up when people search for 'best steakhouse near me.' 3. Staff Morale: Constant public negativity wears down your team.
I’ve talked to owners who say, "I don't care about the internet, my food speaks for itself." That’s rubbish. If people don't walk through the door because of a bad review, they’ll never taste your food. You need to understand the truth about reviews if you want to stay in business in 2024.
Case Study: The Paddington Bistro Turnaround
Last year, we worked with a bistro in Paddington. They had a 3.2-star rating. The owner was a great chef but a hot-head online. Every time someone complained about the price or the wait time, he’d reply telling them they didn't understand 'fine dining.'
He was losing about $2,000 a week in potential bookings. We changed his strategy. Instead of fighting, we started fixing. Within six months, his rating climbed to 4.4 stars, and his Friday night bookings doubled.
Here is the exact framework we used, which you can use starting today.
Step 1: The 24-Hour Rule (Don't Post Angry)
Never reply to a bad review the second you see it. Your adrenaline is pumping, and you’ll say something you regret.
Wait 24 hours. This gives you time to: Talk to the staff who were working that shift. Check the CCTV or the POS system to see what actually happened. Calm down so you can write a professional response that makes you look like the 'adult in the room.'
Step 2: The Professional Response Formula
When you do reply, you aren't just talking to the person who complained. You are talking to the thousands of people who will read that review over the next year.
Your response should follow this 4-part formula:
1. The Thank You: "Thanks for the feedback, [Name]." 2. The Apology: "I’m sorry we missed the mark on your visit." 3. The Fix: "We’ve spoken to our kitchen team about the chip temperature to make sure it doesn't happen again." 4. The Offline Move: "I’d love to make this right. Please email me at [email] so I can look after you personally."
Why this works: It shows potential customers that you care about quality and that you’re proactive. It also stops a public 'back-and-forth' argument by moving the conversation to email or phone.
Common Types of Bad Reviews and How to Beat Them
1. The "Slow Service" Complaint
This is the most common review in Brisbane hospitality. Usually, it happens because you were understaffed or slammed.The Wrong Way: "We were busy, get over it." The Right Way: "I’m sorry for the wait you experienced. We pride ourselves on timely service, but we fell short during the Friday rush. We're currently adjusting our roster to ensure better coverage during peak times. Hope to see you again."
2. The "Food Quality" Complaint
Maybe the steak was overcooked or the coffee was cold.The Action: Don't argue about taste. Taste is subjective. Apologise that it wasn't to their liking and mention that you’ve shared the feedback with your Head Chef. This shows you take food seriously.
3. The "Delivery App" Nightmare
If a customer gets cold food via a delivery driver, they often blame you, not the driver. This is a massive headache for local shops. I’ve seen many owners struggle with whether delivery apps actually make money or just create more bad reviews.The Response: "I’m sorry your food arrived cold. Unfortunately, once it leaves our kitchen with the third-party driver, the timing is out of our hands. However, we’d love for you to dine in with us so we can serve it to you fresh and hot!"
How to Get More Good Reviews (To Bury the Bad Ones)
The best way to handle a 1-star review is to have fifty 5-star reviews sitting on top of it.
Most happy customers don't think to leave a review. They just finish their meal and go home. You have to prompt them.
QR Codes on Tables: Put a small, tasteful card on the table or near the till. "Loved your meal? Scan here to let us know!" Staff Incentives: Give your staff a $5 bonus or a coffee voucher every time they are mentioned by name in a 5-star review. This turns your team into a marketing machine. Email Your Regulars: If you’ve been building a database (and you should be!), send a quick note to your regulars asking for their support on Google. This is a great way to fill tables on quiet nights while boosting your online reputation.
What to Do About Fake or Malicious Reviews
Sometimes, a competitor or a disgruntled ex-employee will leave a fake review.
1. Flag it immediately: Use the 'Report' tool in Google Business Profile. 2. Do not engage emotionally: If you know it's fake (e.g., they mention a dish you don't even serve), reply politely: "Hi [Name], we’ve checked our records and don't have a record of a guest by your name or this experience. We take feedback seriously—could you please contact us at [phone] so we can verify your visit?" 3. Don't pay for 'Delete Service' scams: You’ll see ads from companies claiming they can 'delete bad reviews' for $1,000. Most of the time, they are scams. Google rarely removes reviews unless they clearly violate terms (like using profanity).
The Cost of Doing Nothing
Let’s look at the numbers. If your average table spend is $80, and a bad review scares off just three groups a week, you are losing $12,480 a year in revenue.
Spending 15 minutes a day managing your reviews isn't 'admin'—it's high-value sales work.
Summary Checklist for Brisbane Owners
[ ] Check your Google Business Profile every morning. [ ] Reply to EVERY review (even the 5-star ones—just a quick 'Thanks!' goes a long way). [ ] Move complaints to private email/phone immediately. [ ] Train your staff to ask for reviews at the end of a great meal.
- [ ] Never, ever reply while you’re still angry.
Need help getting more customers through the door? At Local Marketing Group, we help Brisbane hospitality businesses dominate Google and turn 'lookers' into 'bookers.' If you're tired of seeing your competitors get all the attention, let's chat.