Editor’s Note: This article is a redacted version of the conversation. You can view the Q&A transcription of the conversation (https://get.tattleapp.com/tat-talk-panel-driving-bottom-line-with-guest-recovery/).

Guest featured:

• Lydie Diwa, Channel and Customer Relationship Manager at Roy Rogers
• Megan Canell, Manager of Customer Service at MOD Pizza

Guest recovery is a cornerstone of restaurant success. Responding promptly and effectively to guest feedback builds trust, strengthens brand loyalty, and creates a more resilient business. MOD Pizza and Roy Rogers, both Tattle partners, have redefined their guest recovery processes with the platform, achieving faster responses, improved guest satisfaction, and operational clarity.

Here’s a closer look at their journeys and the lessons they’ve learned.

The Challenges of Traditional Guest Recovery

Before adopting Tattle, both MOD Pizza and Roy Rogers found guest recovery to be a time-consuming effort with uncertain returns.

MOD Pizza used to rely on email and voicemail systems, and then manually forwarded to district managers (DMs) or general managers (GMs). The process was slow, and there was no standardized way to track recovery efforts. Feedback management often felt reactive and disorganized, with no clear metrics to measure success.

Roy Rogers faced similar issues. Guests submitted feedback through a website form, which the customer service team would address via email. This system wasn’t equipped to handle high volumes of feedback efficiently, and responses were far from real-time. Managing hundreds of emails became overwhelming, leading to delays and missed opportunities to resolve issues promptly.

How Tattle Revolutionized Guest Recovery

For MOD Pizza, Tattle allowed stores to respond directly to guest feedback through an easy-to-use dashboard. At the same time, MOD’s guest relationships team retained oversight, ensuring responses adhered to brand voice and tone.

Roy Rogers took full advantage of Tattle’s automated response capabilities. By using the platform to respond to guest feedback directly, the brand reduced its response time from three days to just minutes. Guests received timely and thoughtful responses, improving satisfaction and showing that their concerns were a priority.

Empathy and Timeliness: Keys to Recovery Success

Quick responses matter, but ensuring those responses are personal and genuine makes all the difference.

MOD Pizza highlighted the value of responding within 24 hours. Their teams focus on addressing specific guest concerns rather than relying on generic replies. This personalized approach increases the likelihood they will return.

Roy Rogers noted that brands must go above and beyond to exceed guest expectations after a negative experience. Importantly, the brand discovered that not every guest seeks compensation—many simply want acknowledgment and understanding.

Lessons Learned from Implementing Tattle

Transitioning to a new feedback system across multiple locations comes with its own challenges. Both brands approached implementation with deliberate planning and clear communication.

MOD Pizza made it a priority to educate teams on how to use Tattle effectively. The company created training materials detailing how to respond to guests, what recovery should look like, and how to track performance.

Roy Rogers leveraged Tattle’s ability to group feedback by location, giving DMs clear oversight of their stores. This feature allowed managers to track trends and address concerns more effectively. The brand also focused on developing a cohesive “brand voice” for guest recovery responses.

Measuring Guest Recovery Success

With Tattle, both brands now have transparent and reliable ways to define success in guest recovery efforts.

MOD Pizza tracks metrics like response speed, adherence to brand standards, and guest satisfaction with recovery outcomes. They’ve also introduced the “Tattle Paddle” award to celebrate high-performing locations. This recognition not only motivates teams but also fosters a culture of excellence.

Roy Rogers monitors similar metrics, and uses these insights to refine its processes and ensure that every guest interaction aligns with its recovery standards.

Turning Insights into Action

Tattle’s data-driven approach has provided both brands with actionable insights that drive continuous improvement. For example, MOD Pizza noted that when feedback is addressed promptly, guests are more likely to return, and operational teams can better understand the root causes of incidents.

Roy Rogers found that moving beyond online reviews like Google allowed them to gain a more granular understanding of guest sentiments. Tattle’s platform enabled them to ask specific questions, identify trends, and address concerns at the store level. This level of transparency and clarity has been invaluable in refining their guest recovery processes.

Advice for Restaurant Operators

MOD Pizza recommends setting formal procedures for guest recovery, including clear expectations for response times and tone. Consistency is key, and teams should be trained to deliver empathetic, personalized responses that address specific guest concerns.

Roy Rogers advises brands to define roles and responsibilities between DMs and customer relations teams. Establishing who handles what type of feedback ensures that no guest concern falls through the cracks. Additionally, the brand stresses the importance of listening to guests and avoiding assumptions about their motives.

Want more?

Watch a rapid demo of the Tattle platform!