Fill it in

Bad-review response template

Type your numbers — the math runs in your browser. Print it, save it as a CSV, or save it to your Workshop.

Header Restaurant name Operator's first name (for the sign-off) Manager-on-duty name (if asking diner to ask for someone)

The three-part template — name + own + repair From L13. Write the template ONCE; reuse for every bad review with light personalization. 1. Thank the reviewer + NAME the failure (specific, not generic) 2. OWN it (no excuses, no 'we were short-staffed') 3. Offer a specific REPAIR (not 'come back!' — name a person + the gesture) Sign-off (your first name + role)

The full draft (combined) Final template, ready to copy + paste into GBP / Yelp Aim for under 75 words. Long apologies read as performances. Sign with your first name.

What NOT to write (mistakes to avoid) Don't make excuses ('we were short-staffed,' 'a vendor let us down') Don't use corporate boilerplate ('We value all feedback…') Don't argue back ('Actually, our pasta takes 45 minutes by design') Don't go silent — a non-response signals that nobody cares Don't paste the same template across reviews verbatim — personalize the 'name' part each time

Response log (when you actually use the template)

Date received	Platform	Star count	Date responded	Hours-to-respond	Repair offered

Aim for hours-to-respond under 24. A week-late response reads as panic, not care.

Keyboard: ⌘P print · ⌘S download CSV · ⌘↵ save to Workshop

When to use it

Pull this sheet out when —

Once at Lesson 13 — print, pin near the manager's station.
Within 24 hours of any bad review. Speed signals care.
Quarterly per the L16 review rhythm — refresh the template's specifics.

Common mistakes

What operators get wrong

Responding from defensiveness. The template is name-own-repair, not explain-deflect-promote.
Cutting and pasting the same response across reviews. Diners read the responses too.
Letting bad reviews sit longer than 24 hours. A week-late response reads as panic, not care.

Bad-review response
template.