Interesting discussion I came across recently among restaurant operators.

A familiar frustration came up. Customers happily say things like “that was amazing” or “best meal we’ve had in ages”, but when you ask them to leave a review online, nothing happens.

Some operators pointed out something interesting. From the customer’s perspective, they’ve already given the compliment. Asking them to repeat it again on Google or TripAdvisor can feel like extra effort.

At the same time, if you don’t ask, you usually don’t get.

One practical suggestion from the conversation was simply to use the language customers already say to you.

If guests regularly tell you “that was the best roast we’ve had in ages” or “your cocktails are incredible”, you don’t necessarily need a written review to use that insight.

You can say:

Our customers often tell us this is the best roast in town.

It’s still authentic because the wording comes directly from guest feedback.

Another operator shared a simple way they ask for reviews. They say something along the lines of:

Would you mind leaving us a review? It really helps the restaurant.

That small explanation makes a big difference.

There’s a well known behavioural experiment from Harvard psychologist Ellen Langer in 1978 called the photocopier study. In the experiment, people waiting to use a photocopier were far more likely to let someone cut in line if the request included the word “because”.

For example: “May I use the copier because I’m in a rush?” - even though they probably were too.

Even when the reason wasn’t particularly meaningful, the presence of “because” increased compliance.

People respond to reasons.

So when you ask for a review, giving the reason can help.

• It really helps independents like us

• It helps new customers find us

Small change in wording. Very different outcome.

If you run a hospitality business, do you actively ask guests for reviews or do you rely on them happening naturally?