Georgia franchisees may want to take advantage of a new technology created just for restaurant owners and managers to get live, immediate feedback directly from customers on a variety of performance levels.
When operating a franchise business operations, it may be a challenge to secure accurate feedback, updated performance reviews and rectify customer issues. Franchisees may find that they struggle to balance managing multiple locations and responding in a timely way to the customer who complained or left feedback. Often the result is that the customer is gone before corrective action can be taken or no contact information is available to close the loop on the issue.
In order to solve this problem, one franchising veteran has developed a technology called Live Feedback Now. It gives customers the ability to use text-message functionality through their cell phones to complete surveys on their restaurant experience as they dine. With this technology customers who have a complaint or other negative concern can be assured that their voices are heard, instantly.
With Live Feedback Now, negative feedback or complaints are instantly sent to the owner or manager on duty who can then immediately respond to the customer or call the mobile phone number that completed the survey to address the concerns raised.
The creator of the technology says it provides a means for managers to fix problems and make their customers happy. Customers have the assurance that their concerns are being handled promptly and proactively. In the event of an extreme issue or complaint, the ability to immediately solve problems may help prevent legal issues. So far, the creator says response to the technology platform has been excellent.
Georgia franchisees may feel inspired to seek out additional information about Live Feedback Now as they promote their new businesses. Operating a franchise may be challenging enough without the worry of unexpected bad reviews splashing across Yelp or other social media platforms.
The technology may also be a resource for swiftly addressing greater crises that could lead to legal problems by allowing franchisees to show that they handle their customers concerns seriously and by providing important documentation of a specific incident.
Source: Nation’s Restaurant News, “Bullritos franchisee John Carlew takes on customer feedback,” Mark Brandau, July 3, 2012