If you ask guests how everything was inside your restaurant, great. That is basic Hospitality!
Now extend that same mindset online. Google and Yelp are your digital doorstep and your digital dining room. The guests talking to you there expect and deserve the same respect, the same acknowledgement, and the same level of care.
Far too many restaurants ignore this. Independents. Multi unit brands. Operators who know better. They leave guests on Google and Yelp with the digital equivalent of a blank stare. It is a hospitality failure hiding in plain sight.
Ratings and reviews are word-of-mouth in action. It is your guests doing your Marketing for you.