Guest feedback is HUGE in the restaurant business. Are you ignoring it?

Or even worse, are you not letting customers tell you issues privately?

We were craving steak tonight, and Outback is the closest solid steak. So, like we do every few weeks, we ordered online and drove to pick it up.  

I’ll say this: I’m not big on complaining, but this was the second time in three visits that one of the steaks wasn’t cooked well. Because they asked via text, I wanted to let them know. I wasn’t looking for something free or to give them a bad review. I simply wanted to give them feedback since they asked, and I was curious how they’d handle it.  

Surprisingly, when I clicked the feedback link, it took me to Ovation Up, a company my friend Zack Oates owns. About 15 minutes after I submitted the survey, someone at the restaurant texted me the reply below.  Outback Florence, AMAZING JOB!  You have technology in place to get my feedback privately, and then, within minutes, you handled it. WOW!  

Zack and Ovation Up, great job as well.  The platform is so easy to use, and it’s making a major difference in our industry.