In the fast-paced and competitive world of the restaurant industry, losing customers can have a significant impact on a business’s bottom line. According to Zack Oates, founder of Ovation, losing just ten customers can equate to nearly $30,000 in lost revenue. However, what if there was a way not only to stop the bleeding but to turn disgruntled diners into loyal fans? This was the topic of a recent webinar that explored how embracing imperfection can be a restaurant’s most powerful growth strategy.
The webinar, titled “Your Restaurant’s Not Perfect and Why That’s a Good Thing: Harnessing the Hidden Value of Guest Recovery,” featured a conversation between Zack Oates and Gregg Majewski, founder and CEO of Craveworthy Brands. Craveworthy Brands encompasses a diverse portfolio of restaurants, including Wing It On, Big Chicken, Dirty Dough, Genghis Grill, and Fresh Brothers. The discussion was moderated by Mandy Detwiler, editor of Pizza Marketplace and QSRweb.
Oates highlighted Ovation as a guest experience management platform designed for multi-unit restaurants. The platform focuses on providing real-time, frictionless guest feedback and simplifying communication between guests and operators. Ovation enables one-on-one guest engagement, allowing operators to address issues, retain happy customers, and improve operational excellence based on feedback data.
During the webinar, Oates outlined the three pillars of guest recovery, which include asking for and understanding a customer’s perspective, resolving issues promptly, and implementing lasting solutions to prevent similar problems in the future. Majewski emphasized the importance of apologizing and taking action on customer complaints, highlighting the role of hospitality in addressing customer concerns and building loyalty.
To learn more about guest recovery strategies and Ovation’s two-question guest feedback survey, viewers were encouraged to watch the webinar in its entirety. The discussion provided valuable insights into how restaurants can leverage imperfections as opportunities for growth and customer retention.
In addition to the webinar content, the story also featured information about Ovation as a guest experience platform for multi-unit restaurants. Ovation’s innovative approach involves a simple two-question survey that aims to drive revenue, streamline guest recovery, and improve operations. Leading brands like Dave’s Hot Chicken have successfully utilized Ovation to gather feedback, address guest concerns in real-time, and enhance their overall guest experience.
Overall, the webinar shed light on the importance of embracing imperfection in the restaurant industry and using guest feedback as a tool for growth and improvement. By prioritizing customer satisfaction, addressing issues promptly, and implementing lasting solutions, restaurants can not only retain customers but also turn them into loyal advocates for their brand. Ovation’s guest experience platform offers a valuable resource for restaurants looking to enhance their operations and build stronger relationships with their customers.
