Benefits of Critical Assessment or Appreciation for Constructive Criticism
Restaurant Owner Discovers Unwanted Saltiness in Burgers, Thanks Technology Tools for Saving the Day
In a heartfelt thank-you note, Rev Ciancio, a marketing expert and guest experience specialist, extends gratitude to Ovation and Marqii, two technology solutions that played crucial roles in his restaurant's recent crisis management.
Handcraft Burgers and Brew, a midtown eatery, experienced an unexpected issue with the saltiness of their burgers last month. Despite facing challenging market conditions, the restaurant managed to maintain decent sales by following advice from industry peers like Gregg Majewski, Julie Wade, Christopher J. Ramirez, and Josh Halpern. However, when the same problem arose with multiple customers, alarm bells started ringing.
Through Ovation, a feedback management tool, Rev Ciancio started receiving submissions like, "I think it's a one-off. Not everyone likes the same level of salt on their food," and another customer's emphatic comment in ALL CAPS. Three consecutive complaints were enough to set off an investigation. One unhappy customer even published a scathing three-star review, making the issue public.
Rev Ciancio, his partners Chris Delmond and Chad Gaudet, and their management team swung into action. The root cause was traced back to a temporary lapse in quality control when a team member inadvertently used regular salt instead of Kosher salt while making the restaurant's signature burger seasoning.
Grateful for the timely alerts from Ovation, the team was able to identify and rectify the issue promptly. The lesson learned is a reminder to always listen to customer feedback, whether private or public, and to take action on negative patterns to safeguard the restaurant's reputation.
In conclusion, Rev Ciancio emphasizes the importance of asking every guest for feedback, monitoring all feedback, responding to 100% of reviews, owning mistakes, keeping a watchful eye for negative trends, and using the right tools to streamline the entire process. He recommends Ovation and Marqii for their effectiveness in achieving these objectives.
Rev Ciancio also helps hospitality tech companies with lead generation and content marketing while providing marketing expertise and social media strategy for restaurant brands. He has been a speaker at industry events like the NRA Show 2025, sharing his insights on digital hospitality, marketing strategies, and brand growth in the foodservice industry.
By leveraging technology and a keen focus on guest experience, Rev Ciancio exemplifies the power of combination in driving improvements and growth in the restaurant industry.
Rev Ciancio expresses gratitude to Ovation and Marqii, as their technology solutions aided in addressing the food-and-drink related crisis at Handcraft Burgers and Brew, saving the day for the business. By implementing the insights gained from Ovation's feedback management and Marqii's streamlined process, he emphasizes the importance of using such tools to maintain a positive lifestyle for both customers and businesses.
