• Restaurant Marketing

How To Use Customer Service Recovery to Improve Your Restaurant Business

by: Allen Graves
3 min read

There is much to be said these days about the value of a regular guest. Improving guest loyalty will not only fill your seats and help improve your restaurant’s reputation, but it will significantly improve your bottom line – especially in a rough economy.

According to the American Express Customer Service Barometer, “7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.” Conversely, according to New Voice Media, “Feeling unappreciated is the #1 reason customers switch away from products and services.”

The studies and statistics go on and on, and they all point to the same thing. Providing great customer service improves business, while poor customer service can quite literally destroy it.

Plus, the cost of gaining a new guest is much more expensive than keeping repeat business from your current guests. So, focusing on guest loyalty can also help offset rising costs while lowering your marketing budget dollars.

When a guest has a less-than-positive experience at your restaurant, restaurant customer service recovery is a great way to turn that guest into a long-term, loyal, and happy patron.

A negative guest experience is an excellent opportunity for you to convey to the guest how valuable they are to you and your business. And it is why every business should have a solid customer service recovery process in place.

restaurant customer service recovery turns negative into positive

Customer Service Recovery Turns Negative Into Positive

There are many ways to create loyalty among your restaurant guests. You can read all about that here, How to Increase Customer Lifetime Values to Increase Revenue, and here, Stop Losing Guests: How to Keep Them Coming Back For More.

But even with the most effective loyalty-building tools and policies in place, there will eventually come a time when a guest is unhappy with their experience. Even if you strive to provide stellar customer service, a guest will eventually have a negative experience.

This is the time to implement a customer service recovery procedure to alleviate the chance that the guest will never return. And just as important, to turn negative comments to their friends and family into positive ones.

To learn about how to create your own restaurant customer service recovery policy, visit our page here: Restaurant Customer Service Recovery Policy.

Following through with your policy and procedures will turn the guest’s negative experience into an overall positive experience and establish even more loyalty than they had prior to their negative experience.

customer service recovery guide for restaurants

Customer Service Recovery Steps

Every restaurant is different and will have slightly different ways of implementing customer service recovery. However, there are a few fundamental things that should always be practiced,

  • Apologize to the guest immediately and acknowledge their feelings
  • Take ownership of the issue, review it, and understand the issue
  • Come up with a solution to the issue
  • Take action and offer something to the guest
  • Make sure to follow up with the guest and let them know how you changed

Left unresolved, a negative experience will likely produce a frustrated and unhappy guest. This can have further impacts as, on average, an unhappy guest will share their negative experience with 16 other potential patrons.

By taking action and following the steps listed above, you can turn the unhappy guest into an even more loyal regular who will likely spread the word.

restaurant manager implementing customer service recovery

Discover the Bloom Intelligence Restaurant Customer Data Platform

If you are looking for an effective way to improve guest retention while increasing your bottom line, then having a documented customer service recovery policy should be a priority for you and your business.

It’s time to start planning for the successful future of your restaurant. Keeping a focus on restaurant reputation management and customer service recovery can help you do just that.

Using Bloom’s restaurant marketing and customer data platform, you can leverage real-time guest insights and reporting data to improve your overall guest experience.

Not only will you get your current guests back through your door, but you’ll also attract new guests and keep them coming back.

In a rough economy with rising food and labor costs and diminished consumer spending habits, guest retention is crucial for success.

If you’d like to see more of what the Bloom restaurant customer data platform can help grow your business through guest intelligence and marketing automation, schedule a free demo or call 727-877-8181.


Restaurant Marketing and Customer Data Platform - Learn More!


Restaurant Marketing FAQs

What is Restaurant Marketing?

Restaurant marketing is the process of getting people to visit your restaurants. Restaurant marketing creates loyalty, provides data to research, analytics, and allows restaurants to gain a better understanding of their ideal customer profile. It utilizes all customer channels: guest WiFi, website, social, rating sites, mobile apps, email, text, and advertising.

Learn More About Restaurant Marketing Here

What is WiFi Marketing?

WiFi marketing is a marketing technique that uses guest WiFi to collect & clean customer data such as names, emails, phone numbers, customer behavior, and demographics. This data is used to personalize marketing campaigns to increase customer loyalty, build online reviews, and save at-risk customers. The performance of every campaign can be tracked down to the tangible ROI of a customer walking back in your door.

Learn More About WiFi Marketing Here

What is Restaurant Reputation Management?

Restaurant reputation management is the process for restaurants to manage customer feedback and creating systems to improve customer experiences, passively build positive online reviews, and save at-risk customers. It is a very important aspect of running a successful restaurant business.

Learn More About Restaurant Reputation Management Here

How Does Bloom Identify and Bring Back Lost Customers?

Bloom Intelligence uses machine learning to identify at-risk customers. When one is recognized, the system will send them a message with an incentive to get them to return and re-establish their visit pattern. Bloom users are seeing up to 37% of churning customers return.

Learn More About Saving At-Risk Customers Here


What our happy customers
are saying

Austin Eggleston
Bob Cross, Vice President of Operations
Ron Murray
Matt Thompson, Managing Partner

“I highly recommend restaurants, dental/medical offices, and other businesses look into Bloom Intelligence as 1) their marketing technology is very powerful and 2) their team is AWESOME. As a marketing agency, Bloom has helped several of our clients grow their businesses via building their database and re-targeting them at the right time. Thanks Again!”

Austin Eggleston

“We’re extremely pleased with the wealth of customer data that we’re able to gather, at a very attractive price.  In addition, we’re able to communicate our new product promotions by using  the landing page as a digital billboard.  A “no-brainer” for anyone working with limited Marketing $$.”

Bob Cross, Vice President of Operations

Atlanta Bread Company

“This is an integral part of our local store marketing program. We use the e-mails we collect to tell our existing customers about various promotions, specials and discounts, and the analytics tools are amazing at capturing and displaying smart device activity in and around our store.”

Ron Murray

Atlanta Bread Company

“They have always been attentive through whatever needs and questions we have.

They go above and beyond to make sure our team and customers stay connected while helping us with our marketing efforts.”

Matt Thompson, Managing Partner

Madison Social

Subscribe Here for the Latest Updates

Never miss a post! We'll keep you up-to-date on the latest restaurant and retail WiFi marketing information.

Drop us a line!

We would love to hear from you! If you have any questions, comments or ideas about our blog, drop us a line and let us know.

Or call us at 727-877-8181.

Contact Us