What if your most loyal customers are the ones who had a problem… and you fixed it? In this eye-opening conversation, Ovation founder Zack Oates explains why guest recovery is the single biggest loyalty lever in restaurants. We break down the “first date” framework for guest experience, how to remove friction from the journey, and why consistency creates trust across locations.
Zack also shares how Ovation aggregates reviews and real-time feedback from first-party surveys and public platforms, turns it into simple operational scores, and guides GMs on what to fix next. We talk response rates, guest texting, and the stunning ROI of a fast recovery loop. On the leadership side, Zack opens up about building through adversity, aligning with your spouse on risk, and creating a culture of kindness, feedback, and ownership.
You’ll learn
- The guest-recovery math that turns complaints into lifetime value
- A simple way to greet, remove friction, and stay consistent across visits
- How to use AI-driven feedback to spot trends and set monthly ops goals
- Why kindness equals honesty when coaching teams
- Practical leadership habits that keep you grounded and focused
Connect with our guest:
- Social media links: https://www.instagram.com/zackoates
- Website: https://ovationup.com/
Restaurant Leaders Unplugged with Sebastian Stahl
Follow us on social media to stay updated:
Instagram: @sebastian_stahlb | @breadthrestaurantmarketing
YouTube: @SebastianStahlb
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