Text the Owner Customer Review

Hi, Kevin Martin here, Donald's owner operator. Prior to text the owner or customer complaint, method was hand for handling customer complaints, I guess, was pretty much the eight hundred number. I think we posted our well, I've had it for more than a decade, maybe maybe closer to two. But I think we have posted our office number also. I briefly posted my cell phone number in the restaurants and learned that that was not a good idea. There are crazy people out there. That's a text the owner has been something that I'd say it's probably the most impactful customer service process program system that I've implemented in the restaurants in thirty years. And the reason for that is because it allows first of all, I'm accountable for everything that happens in my restaurants. For every word they've spoken, for every interaction, for every mistake, for every time we get it right, my name's that my my people were me by by extension. Therefore, accidents can't be there. This has allowed me to sort of be there, I guess, and to resolve things before they before they often before they leave the restaurant. And so my my customer complaints relative to rude or indifferent service heads -- She's -- maybe to close to zero door head. I don't remember the last time I had a complaint regarding anything close to ugly rude employee. And the reason for that is these signs are posted, stickers are on the doors, both sides coming in and out, and in each drive through windows, so they're prominently displayed. So I think it's a preventative method Azure algorithm that's highly, highly effective. So in terms of dealing with with customers, it just really depends time it takes me to resolve issues really just depends on me. So customer sends a text to me. They're immediately greeted with your message has been delivered directly to the owner's mobile phone. He will respond. As soon as he is able to do so, and so they know that that I got it. And Austin, I'll make a phone call to the restaurant, find out what the story was, And then either respond by text. Occasionally, I'll have my office manager call. Perhaps, the general manager or area supervisor call, and once in a great while I'll call also, or instead of one of us we don't wanna bombard them. And the the the thing is is that Fucking tunnel. You know, years ago, I listened to nearly every eight hundred number complaint. That's and and, you know, what I've heard was if a customer ever calls the eight hundred number, gonna learn one thing. Don't ever do that again. And the reason for that is because they have to go through a quiz. It's probably a ten or fifteen minute phone call when all they really want is their French tribes. They don't want to go through the the gauntlet of questions and address and phone number and the rest of it, they just don't wanna do that. So this has made it very easy and convenient for me to solve issues before they leave the restaurant and for them to to to get resolution if necessary. I really don't get many of I don't really get a whole lot of text free customers with complaints. I do Iu compliments. Probably at least as often, then perhaps more often than I do complaints. But when I first put it in, I got a lot of And I don't know if it was pent up issues or if it was people who wanted attention or whatever it was. But and one of the neat things about it is that I think we've added some sweet I want to say two thousand ten, but I don't want to don't want to fly, but I think it's been that long. And so every time customer calls, it's of course, it's recorded by it's categorized by restaurants. It's categorized by the phone number it came from. It's categorized by date. So if I get a text from someone who's calls before, I can look back at their history and maybe have an idea of who I'm dealing with. So so summary, I, you know, I wouldn't Well, I'll tell you how much I liked it. I called d t t or d t I q, and I tried to buy the technologies from them. And I I did that because marketing had kinda stopped. They'd kinda wound it down for whatever reason. And and I saw great potential in this because I've had just such a fantastic experience with it. So I've looked at alternatives. I haven't found anything that's anywhere even close to this. There's other ways probably to do this, but I think, you know, having one place where all of your all of your interactions with your customers are recorded. All your all of them are categorized. All of them are organized in a way that It's quickly and easily accessible, and and and gives me an opportunity to respond quickly if I can. And the They know I got the message one way or the other. It's just invaluable. And and if I didn't have this, I'd find another way to do it. But but this is for me, not the most convenient and easy and for the customer too, with the auto reply and so forth. So can't recommend it highly enough, and I'm not getting a thing for telling elijah, so I just strongly believe that we need to share when there's things that are helpful to us. So I hope this helped somebody make up their mind. Yeah. I I just I just wouldn't wouldn't go without something like this. It it's it's not so much to bypass the eight hundred number. Although that happens certainly, we get we've gotta drop off on compliance in the under number because they're able to get to me right now. And ultimately, that's the goal. Because I wanna resolve problems. I wanna do it quickly, plainly, and and the survey before they hit the door. Help this helps.