Guest Recovery

No matter how hard you try, even with outstanding training, a finely-tuned protocol, and top-notch employees at the top of their game, things will go wrong once in a while. Common guest complaints are:

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

Whatever the reason for the complaint, the important thing is to try and please the guests 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 guest complaints will determine if the guest comes back to your establishment. Let A Closer Look help you with our Guest Recovery Program.

When a guest indicates 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 setting yourself apart from your competition. We are also available to initiate proactive outreach for new guests, thereby ensuring repeat visits, 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 guest reviews positive.