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Restaurants · Reputation management

Push the three-month-old complaint off the top of your listing.

Reputation management for a restaurant is the rating and the recent reviews that decide who walks in tonight. GullySales builds the review ask into the bill, writes the replies to the complaints you keep getting, and watches Zomato and Swiggy as well as Maps.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

Realistic editorial illustration of restaurants at work in India

What reputation management means

Reputation management is watching what is said about your business across Google, social media and review sites, and responding to it before it changes a buyer's mind. GullySales monitors mentions, drafts responses to negative reviews and flags recurring complaints back to your team.

Also for restaurants

Sales and marketing for restaurants, the overview.

Last updated 5 Oct 2026. Rules for this trade differ by state and professional body, and they change. We describe restrictions in general terms, so check the current position with your own council or adviser before you publish anything.

For restaurants

Where it usually goes wrong, and what we would do.

  • “Recent beats good”

    A four point one with reviews from this week outsells a four point five whose last review was in March.

  • “Half the complaints are about waiting”

    Slow service on a Saturday, a table held for a no-show, a delivery that arrived cold. A reply naming the fix reads differently.

  • “The reviewer is not the reader”

    You are writing for the next hundred people scrolling past, not for somebody who was angry three months ago.

What we do

What we deliver for restaurants.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. A review ask the staff can actually do

    A short line for the server at the bill and a code on the receipt, with whoever is on the floor responsible rather than the owner remembering.

    Result: New reviews arrive steadily instead of in bursts.

  2. Replies written for the complaints you keep getting

    Prepared wording for slow service, a wrong order, parking and price, adapted each time and posted within the week, naming what changed in the kitchen or on the floor.

    Result: The old complaint stops being the first thing read.

  3. Zomato and Swiggy reviews watched as well as Maps

    The app ratings, the delivery complaints and the photographs customers upload, checked on the same schedule as the Google listing.

    Result: A falling app rating is caught before it costs you the listing.

  4. Photographs on the listing replaced this season

    Current dishes, current prices, the interiors as they look now and the parking, shot and uploaded over the pictures from the week you opened.

    Result: People arrive expecting what they get.

  5. A note of what each complaint was really about

    Every critical review logged with the day, the shift and the cause, so a problem with Saturday service shows up as a pattern.

    Result: You fix the kitchen, not the review.

  6. Rating and review counts in the report

    New reviews, the rating on each platform, how fast each was answered and the complaints grouped by cause, read against the baseline.

    Result: You see whether the floor is actually improving.

How the result is measured

  • Average rating
  • Response time to reviews
  • Negative mentions resolved

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full online reputation management page

What to do with each review

How to answer each kind of review a restaurant gets.

Praise for a dish
Thank the guest and name the dish they mentioned. Tell the kitchen the same day, because cooks rarely hear praise. Invite them back without offering a free item for the review.
Slow service on a busy night
Apologise for the wait and say one thing you changed, such as a second billing counter or a rota on weekends. Then check the rota for the rush hour that guest described.
Cold or spilt food on Swiggy or Zomato
Say packaging and the ride are shared with the platform. Note which dishes travel badly and change the box or the item. If the fault was clearly the rider's, raise it through the platform's own partner process.
Hair or hygiene allegation
Do not argue. Apologise, say the manager will call, and ask for the order or table detail. Inside, check caps and aprons, and that your food licence number is displayed as the rules require.
Price or portion complaint
Point to the menu price the guest saw, and say if a portion or price changed. Check that the printed menu, the app menu and the Maps menu photograph all match.
One star from someone who never ate
Ask politely for the order number or date. If no record exists, say so in the reply. If it breaks the platform's rules, report it through the platform's own process.

Who it is for

This is written for these restaurants.

  • Family restaurants and multi-cuisine dining
  • South Indian vegetarian restaurants and darshinis
  • Biryani, kebab and non-vegetarian specialists
  • Regional cuisine restaurants
  • Casual dining and bar restaurants
  • Quick service restaurants and food courts
  • Cloud kitchens and delivery-only brands
  • Office canteens and food service operators
  • Multi-outlet restaurant groups

Not for

It is not the right fit if.

  • The complaints on your listing are true and unfixed, so replies and review requests would only bring more of them.
  • No one has authority to answer a reviewer, so replies would sit in drafts or contradict one another.

How it works

How the reputation management work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Search your name as a stranger would

    We search the business, its main product names and the owner's name, on a phone and a laptop, and record what appears.

  2. 2

    Catalogue every mention

    Reviews, news, listings, social posts and forum threads are sorted into accurate and positive, accurate and negative, and wrong. Each group gets a different action.

  3. 3

    Agree the replies and the owner of each

    Replies are drafted and approved by you. Anything involving a refund, a clinical matter, a legal claim or a named employee goes to the right person in your business before anything is posted.

  4. 4

    Fix what you control

    Listings, profile details and your own pages are corrected, and pages worth ranking for your name are strengthened with accurate information.

  5. 5

    Monitor and report

    The agreed places are checked on the agreed schedule. The name search is repeated and compared with the first record.

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Somebody left a one-star review and never ate here. What now?
Reply calmly saying you cannot trace the booking and offering to look into it, then report it through the platform. The calm reply is what the next reader sees while the report sits pending.
Should we reply to the good reviews too?
To some of them, briefly, and by name where the guest mentioned a dish. A page where every review has a short human answer reads better to a stranger than one where only the complaints got attention.
A guest wrote the review in Kannada. Do we reply in English?
Reply in the language the guest used, in a line or two. Guests notice, and it also shows other readers that a person answered. If nobody on staff writes it well, have a friend or relative read the reply before it goes up.
A waiter is named in a bad review. What do we do with the staff?
Do not name the waiter in the reply. Hear the waiter's side first, because the story is often a rush. If the complaint is true, coach the waiter privately. If it is false, say so to the guest politely.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

From the blog

Further reading for restaurants.

All articles

More for restaurants

Everything else we would do for you.

Or start from the overview: sales and marketing for restaurants.

Your next practical step

Tell us what you are trying to grow, and we will read it before we call.

Eight short steps, mostly taps. Skip anything you would rather answer on the call.

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