Customer Experience & Reputation

The Customer Experience & Reputation chapter of The Restaurants & Food & Beverage Playbook — 4 practical guides you can read start to finish, or dip into as you need them.

01Why Online Reviews Determine Your Friday Night More Than Your Food DoesPain — A first-time guest deciding where to go on Friday night has never tasted your food. They're reading reviews. A three-star average on Google isn't a hospitality problem. It's a visibility and trust problem that shows up in your reservation count before it shows up in your kitchen.
02The Guest Feedback System That Catches Problems Before They Become ReviewsReframe — A negative review is not the guest's complaint. The complaint happened inside the restaurant. The review is what the guest does when nobody addressed it before they got home.
03How to Respond to a Negative Review Without Making It WorseMost operators see a bad review and want to respond immediately. That instinct is the problem. A defensive response outlasts the damage from the original review. Before you type a word, you need to know what actually happened.
04The Regulars Strategy That Builds the Loyal Base Every Independent Restaurant NeedsThe most valuable guests in your restaurant come back every week. They choose you over every option they have. Most of them have never been made to feel that way. Because without a system, every server treats a regular the same as someone who walked in for the first time.

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