“Firehouse Subs uses the STARS platform to monitor and respond to reviews posted on Google, Yelp, Facebook, etc. Their platform filters all of the reviews into one convenient site. They have given us the ability to apply filters to help narrow down exactly what it is that my team and I are looking for.
The Merchant Centric team is also very helpful with assisting us when we need to have negative reviews removed. They assist with reaching out directly to the site to have the review flagged and reviewed for removal. Overall, they have assisted us getting almost all our flagged reviews removed. Which in the end, results in raising our overall star rating. This directly impacts our restaurant sales.
Their team has also been very diligent about adding new features that make our job duties easier and making the overall process quicker. As we all know, time is money and work smarter not harder.
It is safe to say that their platform, as well as their devoted account team has helped us, as a brand, tremendously in the year that we have been working with them.”
“At Meineke, we believe there is a direct correlation between review management and your location’s revenue. Specifically, review replies act as an extension of our customer service process by showing both existing and prospective customers that you’re receptive to their needs. Online reviews provides a mechanism to even change customer’s minds about your business. After a successful three month pilot, Meineke corporate has chosen Merchant Centric to be our partner in providing reply and flagging services.”
“I was hesitant at first to work with Merchant Centric – we run a brand that is anti-Yelp – anti-review, and frankly we thought we could handle our business ourselves. But I do know that at the end of the day, guest satisfaction is king, and guest recovery is critical to long term success. We want every guest to leave Dick’s Last Resort with a lifetime memory. Responding to guests who love us is just as important as with the guests we might miss the mark. You win when you focus – and we have seen a measurable increase in our overall review scores which is now translating into higher sales and profit. Merchant Centric has been key to helping us in this endeavor. This tool is the new TRUE measure of guest satisfaction. Who has time to answer a survey? No one. Who has time to write a review – passionate brand fans and those who we piss off. Merchant Centric ensures that no guest is left behind in recognizing their feedback.
Marc Buehler aka The Big Dick Chief Executive Dishwasher”
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