Plain-language notes on reviews, reputation and running a restaurant floor — written for owners, not marketers.
Reply template / 3‑minute read
A four-line structure for public replies that calms the reader, protects your reputation, and takes under two minutes — plus the three moves that reliably backfire.
Read the pieceShort case study (text + full report PDF)
A 140-seat restaurant ran three pre-shift fixes a day for one week. Remake tickets fell 41%, managers got six hours back, and the week finished 8.6% up — here is the whole log.
Read the pieceInsight Post
The most useful feedback in your stack usually isn’t the one-star rant. This post shows owners how to mine 4-star reviews for the small fixes that protect repeat visits and revenue.
Read the pieceShort video (60–90s) + short transcript
What happens between a guest hitting send and a manager fixing the problem — a text within seconds, a two-tap triage on the floor, and one weekly email that names the repeat offender.
Read the piecePlaybook
If reviews are piling up, this gives you a dead-simple system to clear them without sounding robotic. It turns 'I’ll get to it later' into a 15-minute daily habit your team can actually keep.
Read the pieceOne‑page PDF / 2‑minute read
The five complaints that keep resurfacing in guest reviews, each turned into three shift-ready moves — what to say, where to log it, and how to train it in under five minutes.
Read the pieceHow‑to playbook / 4‑minute read
Left alone, only the furious and the delighted write reviews. Asking well is what puts the ordinary good night on your profile — and the timing matters far more than the wording.
Read the pieceMetrics explainer / 3‑minute read
Reply rate is the reputation number you can actually move this month — and unlike your average, it is visible to every guest deciding where to eat tonight.
Read the pieceField guide / 3‑minute read
Individual bad reviews tell you almost nothing. Read forty of them together and they turn into a shift-by-shift map of exactly where your service breaks.
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