Ep 201: The Surprise Way to Drive Sales & Profits at Your Restaurant
Join Jaime from RunningRestaurants.com as he speaks with Zack Oates, Founder & CEO of Ovation.
Zack's energy, enthusiams and passion are off the charts in this episode...
I'd been eagerly waiting to release this episdoe for you as we hit on so many key marketing insights for restaurants. So, what's the answer to the question posed, "What is the surprise way to drive sales & profits for restaurants?" It all starts with FEEDBACK says Zack...
Listen in as we dig deep into...
- Why making it easy for customers to give feedback is so important
- How to turn 5 star feedback into more positive reviews and engagement
- How to turn negative feedback around quickly and easily
- How using customer feedback to find areas of retraining can make a big impact
- Why having a system to manage bad experiences can be critical
- Why getting off-premise (acutally all) orders accurate and correct is a big deal
- How to think about your customers to make your restaurant more profitable and successful
- The three levels of customer loyalty: convenience, consistency, and connection.
- and more...
Be sure to check out the episode...
TIMESTAMPS from Podcast...
Zach's background in the restaurant industry [00:00:33]
Zach talks about his experience working in the restaurant industry and how it led him to found Ovation.
Challenges of measuring guest experience [00:01:52]
Zach discusses the difficulties of measuring guest experience in restaurants and the limitations of traditional methods like surveys and online reviews.
Making it easy for customers to give feedback [00:05:36]
Zach explains how Ovation makes it easy for customers to give feedback by lowering the engagement threshold and providing simple, two-question surveys with emojis.
Ovation's growth and focus [00:11:28]
Zach talks about Ovation's growth and how they cut out everything that was not feedback for restaurants during COVID. They primarily focus on multi-location restaurants and help them get more feedback, reviews, and revenue.
Using feedback to improve guest satisfaction and revenue [00:13:27]
Zach shares a success story of a pizza restaurant that was able to improve guest satisfaction and revenue by using Ovation's feedback system. He also talks about the correlation between guest satisfaction and revenue and how bad experiences can lead to a drop in revenue over time.
Making it easy to respond to feedback [00:16:17]
Zach explains how Ovation makes it easy for managers to respond to feedback by using templates and one-thumb options. He also talks about the benefits of reducing the number of customer complaint calls during peak hours and how Ovation can handle multiple conversations at once.
Order Accuracy [00:21:49]
Importance of order accuracy in the restaurant industry and how it affects customer loyalty.
Connecting with Guests [00:23:32]
The three levels of customer loyalty: convenience, consistency, and connection. The importance of connecting with guests and making it easy for them to give feedback.
Human Connection [00:29:21]
The importance of serving humans, not just customers or guests, and making them feel important to build loyalty and engagement.