Guest Recovery

No matter how hard you try, things will go wrong once in a while. Common customer complaints are:

• The food is burnt, bland or over spiced
• Orders get forgotten or they are late in the middle of the rush
• The new servers simply forget all their training
• The tables are dirty
• Bathrooms are not stocked or they are dirty

Whatever the reason for the complaint, the important thing is to try and please the customer and send them home knowing that, yes there was a problem, but it is not typical of your establishment. Let them know that you, the owner or manager, value their comments and their loyalty.

How you handle customer complaints will determine if the customer comes back to your establishment. Let A Closer Look help you with our Guest Recovery Program.

When guests indicate that they won’t return or that they had a bad experience, a member of our triage team will institute guest recovery efforts on your behalf, ensuring consistent outreach and positive results. All guest issues are resolved within 24 hours from initial point of contact using your company’s standard protocol to "win the guest back". Upon conclusion, results are immediately emailed to all members of your management team and stored in our database for ease of trend reporting.

Guest recovery services partner well with our web survey capabilities and are a key component to set yourself apart from your competition. We are also available to initiate proactive outreach for new guests, thereby ensuring repeat visits and a ‘personal touch’ and occasionally uncovering problems from guests that did not speak up or complain. We can then move into ‘triage’ mode and win them back for you, keeping word of mouth, blogging and consumer reviews positive.