Editor’s Note: This article is a redacted version of the conversation. You can view Buckhorn BBQ + Grill’s case study based on this conversation (https://get.tattleapp.com/how-buckhorn-bbq-grill-switches-to-data-backed-decision-making/).

Guest featured:

• Eilleen Le, Marketing Manager at Buckhorn BBQ + Grill

How did you gather and use guest feedback before implementing Tattle?

Eilleen Le: Before Tattle, we collected feedback through Yelp, Google, Facebook, and our app. While we still use those channels, it was up to us to analyze trends and pinpoint issues—a process that lacked the data and analytics we needed. Public feedback often felt broad, and when we received lower ratings (3 stars or below), following up was challenging. We’d ask guests to provide their contact info so the location manager could reach out, but we rarely heard back. This made it difficult to recover dissatisfied guests or learn from their experiences.

With Tattle, the process became streamlined. We can now track incidents, manage timelines, and address issues effectively. It’s no longer a guessing game.

What inspired Buckhorn BBQ to adopt Tattle?

Eilleen Le: It started with John (John Pickerel, Founder), who discovered Tattle and was inspired by the demo. On the executive team, myself, Dave, and Jared consistently monitor the feedback, while managers at each location have access to their own dashboards. We’ve set a 72-hour policy for responding to guest feedback. Though it’s a challenge given how busy our team is, we’ve avoided automated responses to maintain a personal touch. Tattle has been a game-changer—it’s packed with actionable information that keeps everyone engaged and invested

What are some of Tattle’s features that have made the biggest impact?

Eilleen Le: The heatmap has been a standout feature. It lets us analyze data across locations, districts, or even specific times of day. We can compare and contrast performance in ways that were impossible before.

For example, one of our managers, Curtis, noticed delays in to-go orders at our University Village location. Using Tattle’s data, we identified the issue: takeout orders were sitting on the back counter instead of being distributed through our food lockers. Within a day or two, the team implemented a new system, and the feedback was immediately positive. This level of granularity has been invaluable.

What surprised you most after using Tattle?

Eilleen Le: We were shocked by the volume of feedback that started pouring in. It was overwhelming at first, but seeing real-life data from our operations was a game-changer. The dashboard made it manageable, and over time, our processes for responding improved. The integration with Toast, where online orders receive follow-up emails and in-store receipts include survey links, has also helped us gather valuable feedback seamlessly.

How has Tattle changed team collaboration?

Eilleen Le: Tattle has brought our team closer together. Although it was John who initially discovered the platform, everyone quickly recognized its importance. From GMs like Sergio, who personally calls guests before responding via email, to our leadership team, there’s a shared commitment to using this data to improve. We’ve even seen repeat feedback from guests mentioning prior orders, which helps us build stronger relationships.

What advice would you give other operators considering a CX solution?

Eilleen Le: The key to achieving excellence is objectivity. Tattle provides the data we need to set clear, actionable goals. Instead of vague aspirations like “being better,” we can focus on specific drivers and measure our progress. In such a competitive environment, having this level of insight is crucial. Over time, Tattle will continue to show us the most important areas to improve, helping us stay ahead.