My job is to make your restaurant more money. Your job is to read for 3 minutes and take ACTION 🚀
LEARN: How to double your 5-STAR reviews 💰
DRINK RECIPE: VELVET SPICE: A velvety mezcal margarita with spice /
Let’s get into it.
The Power of 5-STAR Reviews (by the numbers)
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Why Aim for More 5-Star Reviews? Boosting your rating from 4 to 4.5 stars can increase reservations by 20% annually. Jumping to a full 5 stars? Expect an instant 10% sales boost.
A Proven Blueprint for Success
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Weekly Review Audit
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Document Reviews: Start each week by gathering feedback from all platforms into a spreadsheet, categorizing them into positive and negative.
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Positive Feedback: Celebrate shoutouts and compliments in staff meetings, reinforcing good practices. Shoutouts should be done daily. In your DAILY shift meetings.
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Address Negative Reviews: Compile issues – identify patterns (consistent complaints of the same topic may highlight an issue that you didn’t think was an issue, to begin with. Listen to the people!), and address them directly with staff, fostering a culture of accountability and improvement.
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Response Strategy
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Engage with All Reviews: Craft personal replies to positive feedback and professional responses to criticisms. Be hospitable and invite them back for a free drink or app. This will help build personable relationships. Turning guests into Loyal Repeat Guest.
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Building Connections: Personalized responses create deeper connections with your guests, turning happy ones into vocal marketing machines.
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Negative Reviews: Respond short and direct. Show that care but don’t bring any more attention to the situation. Apologize and provide your email while asking the guest to email you directly to resolve the situation.
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Doubling Your 5-STAR Ratings 🚀🚀🚀
Asking Done Right
Imagine the end of a meal where your guests are reeling from a dining experience that exceeded all expectations…
This is the moment— while they’re ripe with satisfaction.
But how do you transition from a satisfied guest to a motivated reviewer while keeping it classy?
It’s simpler than you might think, but it requires finesse and sincerity.
1. Timing is Everything: Choose the moment wisely. As you’re presenting the check or thanking guests for letting you host them, gauge their satisfaction. Read the table. An ecstatic guest will share their experience.
2. Personalize the Request: A generic request fades into the background noise of their evening…
Instead, be sure to make it personal and sincere.
3. Show Genuine Appreciation: Let them know how much their feedback means to you. It’s not just another review—it’s a testament to the hard work and passion that goes into every dish and every service.
The Three-Step Process (PRIME the guest FIRST)
Maximizing your potential for 5-star reviews goes beyond just the ask. It’s built on a foundation of excellence that starts long before the check arrives.
1. Consistency: Your team should deliver a top-notch experience with unwavering consistency.
Every guest, every time.
This sets the stage for a review-worthy experience.
2. Stellar Experiences: From the ambiance to the plate presentation, every aspect of your restaurant should aim to impress.
Train your staff to not only meet but exceed guest expectations, creating memorable moments that guests are eager to share.
3. Get WINS: Encourage your team to be on the lookout for chances to get WINS for your guests.
Wow – do something to make them say WOW.
Impress – Figure out a way to impress them without them asking for it.
Nurture – Build trust and a relationship through your personality.
Story – give them a story they have to tell people. Here’s an example:
During a recent visit to Calo, an upscale Mexican restaurant in Costa Mesa…
I was particularly impressed by their salsa. After expressing my enjoyment and requesting more, the server went above and beyond without me asking…
When I asked for a to-go box for my carnitas, she also included extra salsa and chips, noting that she knew I liked it so much and she wanted me to enjoy these later.
This was a WIN!
It’s a prime example of how small acts of attentiveness can significantly impact guest satisfaction and loyalty.
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these are the moments that turn a great experience into a 5-STAR!
Making It Work for You
Implementing this strategy requires a commitment from every level of your team, from the back of the house to the front.
It starts with hiring passionate people who understand the vision and are dedicated to making each guest’s experience review-worthy.
Regular training sessions can help reinforce the importance of consistency, the elements of a stellar experience, and how to spot opportunities to exceed expectations.
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Turning Strategy Into Action
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Consistency is Key: Without a solid foundation of consistent quality, no strategy will bear fruit.
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Cultivate Wins: Aim for memorable moments with each guest interaction, turning satisfied guest into rave reviewers.
Next Steps: Make Every Review Count
Implementing these strategies requires a blend of tact, sincerity, and a commitment to excellence. Remember, it’s not about gaming the system—it’s about genuinely improving and showcasing the incredible dining experience your restaurant offers.
COCKTAIL HOUR
VELVET SPICE
DESCRIPTION:A velvety mezcal margarita with spice /
A spirit forward, complex, and layered Margarita. Truly like nothing you’ve ever tasted.
INGREDIENTS:
Mezcal, Fino Sherry, Suze, Génépy, Avocado, Lemon, Cucumber, Jalapeño, Salt, Aleppo Chile
How:
¼ ounce Jalapeño- Infused Agave Syrup (see below)
¼ ounce Dolin Génépy
⅓ ounce lemon juice
½ ounce Suze
¾ ounce Avocado Syrup (see below)
¾ ounce Lustau Jarana fino sherry
1 ounce Sombra mezcal
2 pineapple fronds, for garnish
Use the lime wedge to moisten the top inch of the outer rim of a chilled double rocks glass. Gently roll the double rocks glass in chile salt to rim half of the glass. Shake off excess salt. Use the corner of a folded cocktail napkin to make the salt a consistent thickness. In a cocktail tin, muddle a cucumber slice, then add the remaining ingredients except the garnishes.
Fill the double rocks glass with 1-inch ice cubes. Fill the cocktail tin with 1 inch ice cubes. Cover and shake vigorously. Strain the cocktail into the double rocks glass. Take the remaining cucumber slice and roll it tight.
Skewer the cucumber and two small tips of the pineapple fronds and garnish the cocktail.
Glass: Double Rocks / Ice: 1 ¼ inch
*JALAPEÑO-INFUSED AGAVE SYRUP (2.1)
3 medium jalapeños
250 g hot water
810 g organic light blue agave nectar
Dice the jalapeños, retaining all the seeds, and steep in the hot water for 3 minutes. Taste the mixture to ensure that the spice level is to your taste. Allow them to steep longer for a spicier end product. Strain out the jalapeños when the desired spice level has been reached and stir the agave nectar into the jalapeño-infused water until it’s fully integrated.
Let the syrup cool to room temperature and store in an airtight container, refrigerated, for up to 1 month.
MAKES 1.1 KG
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AVOCADO SYRUP
525 mL filtered water
945 g sugar
945 mL lime juice
945 g soft avocado flesh
In a medium bowl, combine the water and sugar and stir until dissolved.
Add the lime juice and avocados, blend with an immersion blender until smooth, and then strain through a chinois. Store in an airtight container, refrigerated, for up to 2 days.
MAKES 3.8 L
Use this strategy to get more sales through social media 💰
I made a video explaining why Kitchen Nightmares is made for TV ratings and why it has such a high failure rate with the restaurants it saves. This gentleman took it personally. 😂😂😂
I’ll always tag my subject lines with this 🟢, so keep an eye out 😉
Looking forward to the next one,
