Last week Jayne and I dined at a restaurant that we had never eaten in before. It’s along the street from where we usually stay in Sydney when we’re up there, and although each time we walked past this restaurant it looked inviting, for one reason or another it was never really a place that was on our radar.

Anyway, this week we decided to try the restaurant, and we were pleasantly surprised.

It is a seafood restaurant, with a good range of dishes on both the starter menu and the main meal menu. In fact, the range of dishes on the menu was so impressive that it immediately inspired a return visit just so that we could try some of the other dishes.

The wine list was good, and varied, without being overwhelming.

We found our waiter to be knowledgeable, and friendly. He knew how to converse, but not intrude, which added to the total ambiance of the evening.

Overall we found the night very enjoyable.

The next day, after dining there, I received an email from the restaurant:

“Dear David,

Thank you for dining with us the other day, we really hope you enjoyed it. If you did, we would love to read about it [CLICK HERE].

We appreciate feedback and are always looking to improve our guests’ experience. If there is something we could have done better please email the manager Rachel directly at [CLICK HERE].

If you’d like to give the gift of a [Name of Restaurant experience, [CLICK HERE] to purchase one of our e-gift cards.

We look forward to seeing you again soon. Thanks!

Restaurant signature etc.”

The first link in the email took me straight to the restaurant’s Google review page, where I was able to leave the restaurant a FIVE STAR GOOGLE REVIEW easily and effortlessly. I was also able to upload photos that I took of some of the dishes we enjoyed at the restaurant.

The process of leaving the review was simple and straightforward.

Two days after leaving the review I received an email thanking me for my feedback:

“Dear David

Thanks for your feedback. It is much appreciated and will help us to improve over the next 25 years of business!

To show our appreciation, please bring this email on your next visit and you’ll receive$50 off a bottle of wine*. You can book ahead through our website, phone number, or email.

We look forward to seeing you soon

[Name of Restaurant]”

The saving on the wine is redeemable for a twelve month period.

How good was that?

Totally unexpected, but highly appreciated…

In your business…

In your business, are you making it easy for your clients, customers and patients to leave you a five star Google Review?

Is it as easy as the process used by this restaurant?

Secondly, when a customer does take the time to leave your business a great review, what sort of reward process does your business have in place that has the customer saying “WOW”, and has them telling their friends about how good your business is, and how valued your business makes them feel?

This sequence of emails sent out by this restaurant didn’t happen by accident… it’s a process that has been worked out as working best for this restaurant in getting their clients engaged in spreading the word by writing a good review as to what a great time they had at the restaurant, and by sharing the story with their friends and family.

How could you improve your processes in thanking your valued customers?


Dr. David Moffet BDS FPFA CSP is a certified CX Experience coach. David works with his wife Jayne Bandy to help SME businesses improve their Customer Service Systems to create memorable World Class experiences for their valued clients and customers. Click here to find out how David and Jayne can help your business