Technology

How to master the art of guest recovery

Photo: Adobe Stock

March 19, 2025

Every dropped plate, every lukewarm dish, every forgotten reservation — it stings. You pour your heart into your restaurant, and when things go wrong, it feels personal. But what if those frustrating missteps weren't just setbacks, but hidden opportunities?

In the cutthroat world of hospitality, perfection is an illusion. Guest issues are inevitable; it's how you respond that truly defines your restaurant's success. Are you simply apologizing, or are you strategically turning those negative experiences into fuel for growth?

If you're tired of losing valuable customers and watching revenue slip away, you're not alone. Many restaurant owners are unknowingly missing out on the immense potential of effective guest recovery. Traditional feedback methods often fall short, failing to capture the true depth of guest sentiment and leaving you blind to the real cost of lost customers.

In a webinar titled "Your Restaurant's Not Perfect and Why That's a Good Thing: Harnessing The Hidden Value of Guest Recovery" sponsored by Ovation, Founder and CEO Zack Oates will walk viewers through the art of guest recovery. Guest speaker Gregg Majewski, founder and CEO of Craveworthy Brands, will talk about how his brands use Ovation for guest recovery and feedback.

Ovation, a guest experience platform for multi-unit restaurants, starts with a two-question survey to drive revenue, streamline guest recovery and easily improve operations.

The webinar is free. It will be moderated by Mandy Wolf Detwiler, editor of Pizza Marketplace and QSRweb.com and is produced by Networld Media Group, which owns Fastcasual.com, Pizza Marketplace, QSRweb.com, FoodTruckOperator.com and RewardsthatMatter.com.

To register for the webinar, click here.

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Ovation

How Great Restaurants Get Better - Guest Experience Management Platform

Ovation is a guest experience platform for multi-unit restaurants that starts with a 2-question survey to drive revenue, streamline guest recovery, and easily improve operations. Thousands of restaurants, including leading brands like Dave's Hot Chicken, use Ovation to get more feedback, recover guests in real-time, and improve.

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