Over the past couple of years, we have visited many restaurants that collect feedback from their guests. In fact, almost every restaurant we’ve been to has tried to collect guest feedback in some way. If you’re already collecting feedback, congrats! You’re halfway to being a truly guest-centric restaurant. However, collecting feedback is just half of the battle – what you do with that feedback is what really counts. We’ve compiled a list of tips and tricks that are sure to make your guests truly vested in your restaurant’s success:
Send a Personal Email to All Guests Who Have Negative Experiences
There are few things worse in life than spending money on something and then getting something you don’t like. Since experiences are always in the eyes of the beholder, your guests are always right. Even if complaints are unwarranted, it’s important to address all negative comments immediately so that guests don’t go online and post negative reviews for the world to see.
With that in mind, get in the habit of sending emails to all guests who voice negative experiences on comment cards at least once / week. At the end of the day, a little bit of effort will go a long way toward improving your guests’ satisfaction.
Update Guests Who Leave Helpful Comments
If a guest leaves you a direct comment that you find helpful, send them a note back! At the end of the day, every guest wants to feel like their favorite restaurants understand them and listen to their input. If a guest goes out of their way to give you some helpful feedback, make sure you keep them in the loop instead of letting their comments go unrecognized.
Share Amazing Comments with the World!
If a guest leaves an amazing comment, why not share it with the world? It’s a very easy process – just share your positive comments on social media and post them to your website! Then just sit back, relax, and watch your guest engagement increase. Check out Cameron Bar and Grill Raleigh’s Twitter feed for an example.
These are simple practices that don’t take a ton of time or effort to implement. If you’re using a digital feedback provider, the process for following these steps is a little easier. However, even if you’re using paper cards or receipt codes, you can still implement these processes. Your guests will appreciate it and, at the end of the day, you’ll stand out from the crowd.