From Unnoticed to Unbeatable—How a Review Campaign Made a Local Business one of the top in Their Area
Client Overview
Our client, a family-owned Italian restaurant in a competitive metropolitan area, was known by locals for their exceptional food and cozy atmosphere. However, despite glowing feedback from repeat customers, their reach was limited. New customers rarely discovered the restaurant, leaving tables empty on weeknights and catering services underutilized.
The business relied heavily on word-of-mouth, but in a world dominated by online reviews and social proof, they were virtually invisible compared to larger, flashier competitors.
The Challenge
The restaurant faced significant obstacles in leveraging their stellar reputation to attract new customers:
- Low Online Visibility: With only 15 reviews on Google and Yelp, they were buried under competitors who had hundreds.
- Poor Star Rating Display: While the reviews they had were mostly positive, a few outdated negative reviews dragged their average rating down to 3.8 stars.
- Underutilized Happy Customers: The restaurant had no strategy to turn satisfied diners into vocal advocates online.
- Unfocused Social Media Presence: Their Instagram and Facebook accounts were sporadically updated, failing to build engagement or drive traffic.
These challenges meant that despite offering a superior dining experience, they remained virtually unnoticed by new customers searching for dining options in their area.
Our Solution
We implemented a multi-phase review campaign designed to amplify their strengths and dominate their local market online.
1. Review Collection Strategy
We focused on generating a surge of positive reviews across key platforms like Google, Yelp, and TripAdvisor:
- Table Cards with QR Codes: We placed table cards on every table, encouraging satisfied diners to leave reviews. The QR code directed them straight to the review page for simplicity.
- Automated Follow-Ups: After dining or catering, customers received a follow-up email thanking them for their visit and politely requesting a review.
- Incentivized Campaign: We launched a giveaway for a free dinner for two, with entry granted after leaving a review.
2. Addressing Negative Reviews
To rebuild their reputation, we tackled outdated and negative reviews head-on:
- Direct Responses: Crafted professional, heartfelt responses to all past negative reviews, showing accountability and a willingness to improve.
- Encouraging Reevaluations: Invited past dissatisfied customers back for a complimentary meal and politely asked for updated reviews if their experience improved.
3. Social Proof on Social Media
We amplified the positive reviews by incorporating them into their social media strategy:
- Customer Testimonials: Designed visually appealing posts highlighting 5-star reviews with captions like, “Another Happy Customer—We Can’t Wait to Serve You!”
- Live Stories: Shared real-time footage of the restaurant’s vibrant atmosphere, featuring happy diners who gave their consent.
4. Local SEO Boost
To ensure their newfound reputation translated into visibility, we optimized their online presence:
- Updated Profiles: Optimized their Google My Business and Yelp profiles with accurate contact information, high-quality photos, and a list of popular dishes.
- Localized Keywords: Added phrases like “best Italian restaurant in Portland, Oregon” and “top-rated catering services” to their profiles.
- Review Integration: Embedded live reviews and ratings on their website to provide immediate trust signals.
Results
In just few months, the restaurant went from being unnoticed to the highest-rated dining spot in their area:
- Review Count Surge: Increased Google reviews from 15 to 210, with an average rating of 4.8 stars.
- Local Ranking Boost: Became one of the top restaurant on Google and Yelp for “Italian restaurant in Portland.”
- Increased Foot Traffic: Weeknight reservations doubled, and weekend reservations were fully booked two weeks in advance.
- Catering Growth: Catering orders increased by 45%, driven by the restaurant’s newfound online credibility.
- Social Media Engagement: Instagram followers grew by 300%, with posts featuring customer testimonials receiving the highest engagement.
Visual Breakdown of the Strategy
We presented the client with a simple campaign map to illustrate the process:
This visual helped the client understand the direct link between online reviews and their booming business.
Client Testimonial
“We’ve always believed our food and service could compete with anyone, but NHBK Solutions made sure everyone else saw it too. The surge in reviews and visibility transformed our business. We’re now the go-to Italian restaurant in Portland!”