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Owners John Wright and Mike and Aimee Farrell of Egg Harbor Café believe their regular customers hold the business together. As a family owned, multi-location café serving breakfast and lunch, their mission is “improving service in every sense” based on the quality of their food, service and atmosphere.
It’s no wonder why customer feedback is so important to the team at Egg Harbor Café, and they make it a point to listen to every word.
Thanks to online reviews, hungry locals and tourists know to look forward to a “charming and inviting atmosphere” in a warm country-style setting, with “fast, friendly and efficient” service.
The same reviews also help Jason Workman, Egg Harbor Cafe’s traveling manager, to build teams that can continue to live up to their customers’ high praise. He uses ReviewTrackers to aggregate online reviews from sources all over the web in order to gain feedback on how Egg Harbor Café is doing across the map. and uses the feedback as constructive “coaching” for their employees.
By monitoring their reviews and online ratings with ReviewTrackers, the Egg Harbor Cafe Team is also able to improve customer experiences by reaching out to guests who had a disappointing experience in a timely manner. According to Workman, they have been able to turn unsatisfied diners into loyal customers by responding to reviews promptly and positively.
“We have learned that we excel in our service and hiring. Consequently, we need to continue to improve our food quality to keep us balanced with the great service our guests notice,” Workman shared.
“We value our people first and foremost and we know that if they love working at Egg Harbor our guests will feel that and continue to visit us and spread the word.”
Read on for the full Q&A.
ReviewTrackers: Why are online reviews important to you?
Egg Harbor Cafe: To get feedback on how we are doing through our guests’ eyes both positive and negative and use it as coaching for our teams
RT: How were you monitoring online reviews before using ReviewTrackers?
Egg Harbor Cafe: We had somebody tracking all of our reviews and forwarding them on to the appropriate store and our company team. Monitoring reviews before using ReviewTrackers was…
RT: Does anyone else on your team monitor or do anything with the review data besides you? If so, who?
Egg Harbor Cafe: All of our managers should be using their respective reviews frequently in their weekly meetings.
RT: Describe your workflow when you receive a new review. Do you respond? Do you share it with anyone else on the team?
Egg Harbor Cafe: All our stores should get the reviews as well as us. We touch base with them when there is a poor one to make sure they correct the issues and reach out to the disappointed guest.
RT: What are the top features you love about ReviewTrackers? Why do you love them?
Egg Harbor Cafe: Timely and organized. (All in one place.)
RT: What kind of insights have you gained about your company since monitoring reviews?
Egg Harbor Cafe: We have been reminded how much of a wow factor it is that we offer complimentary beverages to go, and leave water and coffee at the table for convenience. On a bigger scale, we have learned that we excel in our service and hiring. Consequently, we need to continue to improve our food quality to keep us balanced with the great service our guests notice.
Egg Harbor Cafe: I would say that we have noticed our number of reviews have increased. They may have always been there and we just didn’t have the resources or know how to hunt them all down. I can’t say whether or not it has improved the happiness of our customers.
RT: Have you seen an increase in revenue growth since monitoring reviews? If so, mind sharing a percentage or example?
Egg Harbor Cafe: We have been fortunate to grow at about an 8-10 percent average year after year for the last 4 years. Only the last year have we used ReviewTrackers, so there isn’t a way to see any correlation there.
RT: Have you seen any other “big wins” as a result of using ReviewTrackers, whether it’s internally or with customers?
Egg Harbor Cafe: Our big wins have come from connecting with a disappointed guest and being able to recover them. This was so difficult before because even if we got the reviews it wasn’t in a prompt manner. Usually by the time we did, it was beyond the point of recovery.
RT: Do you have a favorite “customer satisfaction story” that involved online reviews? Let’s hear it!
Egg Harbor Cafe: Not one in particular. Our favorites reviews are the ones that really notice all of the employees they encounter being genuinely over the top happy (a.k.a. Disney World). We value our people first and foremost and we know that if they love working at Egg Harbor our guests will feel that and continue to visit us and spread the word.